The Fleetham Group

Initial Business Response /* (1000, 5, 2015/10/30) */
PLEASE SEE ATTACHED DOCUMENT/RESPONSE TO COMPLAINT.
[redacted];
Although completely blindsided, I'm thankful for your filing of such complaint, as it enables me, as a small business owner in the property management sector, to share with the...

world what it takes to run a tried-n-true business...it's not always pretty, it's not always fun, and I/we have to deal with issues, such as this, which could have been completely avoided, had the rental agreement been read in its entirety. So, without further ado, I've personally addressed your every single point/complaint, below, in hopes it will bring you closure:
1. We did not receive our rental deposit back within the allotted time. She was very rude, and unprofessional, and lied about charges after move out.
FACT: On Wednesday, October 21st, 2015 at 4:58 P.M. CST, your security deposit was returned to you in accordance to MN Statutes 504B.178. FACT: I understand you're upset. Claiming I was rude and unprofessional...that's OK - I can take that...is it true, no - I just simply relayed the facts as a result of your actions. To claim I'm a liar - not a chance...it's because I do tell the truth, and nothing but the truth, that I'm not on your good side, which is causing this outburst...Ron can surely attest to my character here. 2. First, I want to say I have never taken the time to type out a complaint for any company before. However, I had a very negative experience with this rental company and feel they were extremely unprofessional.
QUESTION: Have you ever rented a single family home, before, [redacted]? 3. First off, the lady in charge, [redacted], was extremely rude in most emails and interactions we had with her.
FACT: I'm direct and straight-to-the-point. While e-mail is a poor way of reading somebody's tone; I certainly apologize if my tone was received well - the very last communication I exchanged with you, prior to this subject, was as follows:
"Thanks for your response, [redacted] - [redacted] has agreed to place in his name, however - [redacted], can you please confirm you've completed this?
-------- Original Message -------- Subject: RE: URGENT: Xcel Energy From: [redacted] Date: Sun, August 16, 2015 8:46 pm To: "[redacted] @ The Fleetham Group"
I called and told them we were moving because we are moved out and don't need to use electicity. But that's fine, it can go back in my name, if need be. [redacted] Sent from my T-Mobile 4G LTE Device
-------- Original message -------- From: "[redacted] @ The Fleetham Group" Date:08/16/2015 11:35 AM (GMT-06:00) To: [redacted] , [redacted] , [redacted] Subject: URGENT: Xcel Energy
[redacted]/[redacted]; We received the attached letter from Xcel Energy - I'm assuming it's in error, as you're liable for utilities through the end of your lease term...please advise. Thank you. [redacted] Fleetham" I share this correspondence because this relays the general tone in all of our e-mails...I'm confused as to how I'm rude? I'm sorry, I just do not understand.
4. We rented a home for a year lease, Oct.'14 - Oct. '15. When we reviewed the lease terms, 17 page contract, we noticed it mentioned a $100.00 move out fee. I asked Ron, who we did our pre-walkthrough with, what this was, he assured us that we would not have to worry about it. I did not get this in writing, but now wish I did.
FACT: Your lease agreement was sent to you on 9/15/14. You signed and returned on 9/17/14. The $100.00 move-out fee, as referenced on page 4., section 21., was one of the pages you signed, of which indicated your agreement. I spoke with Ron about this, who claims such conversation was not ever held; but, to give you the benefit of the doubt, had it been held, Ron would not have been at liberty to alter such contractual verbiage. Also, I, personally, did not hold a conversation with you about this concern. Why am I just learning about this now? 5. We were suppose to put tape on marks or damage we noticed. He then took a video of the house to have proof of the damage. We didn't mark a lot because we were told, by Ron, they weren't that picky.
QUESTION: Who is "they"? 6. 9 months into our lease we found a house we loved and wanted to buy it. We asked [redacted] if there was a fee we could pay to end our lease early, so we wouldn't have to pay a mortgage and rent. She told us our options were to pay her one extra months rent for a "finders fee " and she could try and find someone to rent it out, but if she couldn't we would still have to pay the 3 months rent in addition to the fee. Option B was just to pay for the 3 months. Zero help. We decided just to pay at both places. We were never late with rent, didn't make complaints, fixed things ourself, and followed their rules.
FACT: How was this not helpful? Again, you signed a lease agreement, which was your promise to rent through 9/30/15. The fact that I offered options in an effort to help you out was obviously not good enough? I'm sorry that you thought I should do more!? 7. Come time for our end of lease walk through, Ron walked through and placed tape on marks he saw. Now our experience with Ron was always very pleasant and he was very polite. He took a video again and said he would compare the tape marks and "play judge to what is wear and tear ". We were then told we would receive what is left of our deposit within 21 days. That is Minnesota law, statute 504B.175 and 504B.178. We were given no chance to defend any marks or view the videos.
FACT: Correct and you did receive within 21 days, in accordance to MN Statute 504B.178. Please be reminded, you were sent an e-mail about what to expect, [redacted]. QUESTION: How were you not given the opportunity to "defend any marks", as you were given all respective information to review, yourself, prior to your Post-Occupancy Move-Out Inspection - not to mention the fact that you signed-off on the Post-Occupancy Inspection paperwork, indicating such "marks"? Regardless, it is a moot point, given the fact we did not charge you for any "marks", nor deduct any such related expense from your deposit!? 8. Day 21, still no check and no communication from anyone at the company. I wrote [redacted] an email asking about it and she said she would get us the breakdown receipt that night and check the following day, day 22.
FACT: As referenced, above, you received such correspondence on Wednesday, October 21st, 2015, at 4:58P.M. CST. We offered immediate direct deposit of funds; however, you did not respond in a timely fashion, of which was your choice; therefore, the deposit occurred the next day. Unfortunately, I cannot control when your bank accepts the deposit. I'm sorry. 9. The receipt showed we owed $300.00 for carpet cleaning because we only used a rug doctor, and didn't have a receipt showing they are professionally cleaned. We bought a rug doctor and cleaned all the carpets but that wasn't good enough.
FACT: [redacted], you had a dog, of which warrants professional carpet cleaning, of which you agreed to by signing page 10., Addendum A (Pet Agreement), #8, on 9/17/14. We utilized your non-refundable pet deposit of $250 toward this service expense. 10. Then there was a $90.00 "move out fee ", (that we were told in the beginning wouldn't be applied.)
FACT: Reiterated from point 4., above: "FACT: Your lease agreement was sent to you on 9/15/14. You signed and returned on 9/17/14. The $100.00 move-out fee, as referenced on page 4., section 21., was one of the pages you signed, of which indicated your agreement. I spoke with Ron about this, who claims such conversation was not ever held; but, to give you the benefit of the doubt, had it been held, Ron would not have been at liberty to alter such contractual verbiage. Also, I, personally, did not hold a conversation with you about this concern. Why am I just learning about this now?"
FACT: We actually did not withdraw the entire $100.00 move-out fee; rather, only charged you $90.00! 11. Also we were charged $75.00 for "chew marks on a stairway banister"??? We have a dog, but she is 11 and does not chew anything, ever!
FACT: Ron relayed/confirmed such evidence/fact, of which I have pictures of proof. 12. I emailed [redacted] asking about the move out fee and chew mark charges, asking politely they be removed or if I can view the video of the before and after walkthrough. That video should be able to protect both sides. She responded that the charges were "non-negotiable".
FACT: You're correct, [redacted], I did state this. The video was uploaded to your online file folder, where all of your rental correspondence resides for your convenient access at any time. 13. I didn't receive the check until day 23, which is illegal. I emailed her, thanking jet fore the rest of the check but said I was disappointed in how our lease ended and the process. She responded simply, "we are not pleased either. ..". No apology from her, no "I'm sorry you were disappointed". Zero customer service skills. How are you "not pleased "? You took extra money from our deposit and got paid every month on time. We never complained or caused problems. We are your customers. Customer service is key and in my experience professionals, that have a Business, try to make sure their customers are happy or meet them in the middle. None of that happened, and personally I feel she should not be in business.
FACT: You're correct, [redacted], I did state "we are not pleased, either". Meaning we are not pleased by your displeasure. Believe it, or not, I'm not in this business to make enemies; rather, quite the opposite. I believe I exhibited some customer service skills, or you would not have rented this property, correct? As I mentioned, above, it's not ever easy to tell somebody what they do not want to hear, especially when it comes to money. This is exactly the reason why. If it brings you any consolation now; I'm sorry, [redacted].