The Wright Choice Richmond Realty Group

Good evening. In response to this complaint about the repairs at the home, we empathize with thetenants about the freezing pipes situation during one of the unseasonably coldest stretches of winterand largest snowstorms that we've had in the last five years in the Greater Richmond Metro area....

Thatbeing said, their complaint against our property management firm is misplaced, because we are simply afacilitator between landlord and tenant {i.e. contractors can't perform repairs until we have ownerapproval). This situation has been resolved with 3 separate fixes on the.pipes, including insulation ofthem to prevent future issues. The timing of corrective action can depend on landlord availability forapprovals, vendor selection, vendor availability for the actual fix, tenant availability, and access to theproperty due to road conditions. Also, during one of the contractor fixes, it was noted that thecrawlspace door had been left open during the snowstorm, no doubt further contributing to theproblem.We have in fact facilitated over $3300 in repairs to this property during the 8 months that the tenantshave been renting the property and have helped dramatically improve the condition of the property· versus when the tenants began renting it.Sincerely, [redacted]

In response to the tenant complaint, our Repair Work Order process is to get contractor estimates, owner approval, and then have the work completed.  With this repair the tenant's frustration with...

the time to repair is misplaced in that our firm (the property management firm) was not responsible for the delayed fix -  the owner was delayed in approval after deliberating on the approach to the fix (replacing the entire door, or just several glass panes), and then the glass for the door was on back order.  Once the glass came in from back order the installation was delayed due to continuous rain storms.  The existing door was able to locked from the inside during the entirety of the repair period, so there was no real safety/fire hazard concern.  There was continuous communication throughout the process between the tenant and our Repair Specialist (who facilitates the work between repair vendors and owner/approvals). 
However, we do apologize for the delay and the repair was completed on 6/20/16 and the work order closed out on 6/21/16.
 
Sincerely,
 
--
David W[redacted] Associate Broker, ABR, CDPE, SFR, NRBA

Review: I am requesting that we get our application fee return to our visa card. This house is still for rent and he is collecting these appl fees of 50.00 . He is collectin fees and saying house is ready to move new paint&carpet. No so,false ad. We had a home showing on June 1, 2016. We were told by Juanita C[redacted], Home showing agent, we were told that tenants changed there mind and decided to stay in property. After cont to search for rental I contto come across this same rental at [redacted]., Colonial Hgts, Va., On July 20th, I called Ms C[redacted]) and asked why prop was still advertised for rent if tenants had changed their minds in moving.we got another appt for Jul 22 at 9:00am. We were 2 of 4 others viewing property. We applied that day since we had a prev appt on June 1,that was erroneously set. I made appl online, this is the only way applicants can apply, My husband and I have joint credit and his income was 3 times more that rent. Since the application fee had to be paid at time of application of 50.00. I applied with reluctance. We had not seen a lease. When I asked I was told that lease would be given to us after we were approved and that there was no doubt that we were going to be approved. I received a email from Mr. Wright stating that my husband application could not be processed because I had to fill out a application to and pay 50.00 application fee. This was on SatJuly 23,2016. On July 25, he sent me an email dening our application. I called him and ask him why did he insist that I fill out an application and 50.00 application fee from me, apparently he knew we were going to be denied. He claims he received my husband visa payment and rental on the 20th of July. I did not make application until after we view the house on the 22 of July. He claims he did not collect 50.00 from both of us. I have visa receipts to prove that he did charge our accounts. He also told me that it was not he that denied our application but the owner. Owner states he never saw appl.Desired Settlement: This man is scaming potential renters. I know what he did to us. Some people don't have that kind of money to give away. This house is on several rental sites including his. He is frauding poor people to gain his wealth. I believe this to be a online scam to collect fees that cant be tracked down. Ms C[redacted] called the owner who claims he knew nothing about what Mr. Wright practice. He leased him to rent. He con to keep house on rental list and cont to collect appl fee.He must stop scaming.

Business

Response:

Revdex.com, Good evening. Please excuse my delay in response to this complaint (#[redacted]), as I just received it, having returned today from vacation. Unfortunately, this applicant was denied in accordance with our company policies and the laws of Virginia, and they were communicated both the reasons and the sources of the data. The Showing Agent mentioned in the complaint has no training, knowledge, expertise, or participation in the application decision-making process and is also no longer affiliated with our firm. As of the time of this email response, we have not yet filled the vacancy for this property, but that's only because we have yet to find a suitable next tenant. Our application fees are non-refundable, so of course they will not get their fees refunded because those application fees pay for the reports that are generated to make a rental decision. We wish this party success in finding their next home and hope to have this unit re-rented ASAP. --Property Manager

Consumer

Response:

This in response from Wrightchoice Realty. In there response, I must say that it was cowardness that the individual who responded to my complaint and didn't have the guts to sign there name. Yes, I rejected the response. Also that person had more negativity to say about their showing agent than my complaint. As far as I am concerned if they hired someone and didn't feel the need to train the person that was on them. I will be forwarding additional information link to my complaint. We are senior citizens, we don't have money to give away to scam projects. 100.00 for both us. Everyone that goes to make application for property everyday for months don't meet the requirements. Non refundable. According to Ms C[redacted], the owner was willing to rent to us after we ask for a 5 year lease. He said that would fit into their plans. Owners are not local. I went by and talk to the tenants who had paid their rent up for a year while waiting to move into their new home. Since there are under a lease their having to pay rent to Mr. David and pay mortgage. He told me that the owner refused our application, the owner knew nothing about the application. He wanted the 5year lease. The area is white residents, so I am not sure if this was his problem or not. Our credit scores are very good. I have applied with other landlord who compliment us on our credit. Mr David Wright states that the owner refused our application. That was not the truth. I will send you proof of this. He is taking applications everyday on this house and taking application fees and not selecting anyone.

Review: I submitted a work order to replace my back door on February 22, 2016. Today is Jun13, 2016 and the door still hasn't been replaced. I have 1 half of a double doors and 1 piece of plywood on the other side. I am not able to come and go through the door as I also have NO key for it. My 8 year old son lives with me and I feel it's very unsafe. If we have a fire or an emergency where we need to get out in a hurry, my son is not able to open the door on his own. I feel like my son and I are forced to live in an unsafe home and my landlord could care less.Desired Settlement: Finish the door replacement and provide me with a key that will lock and unlock the door.

Business

Response:

In response to the tenant complaint, our Repair Work Order process is to get contractor estimates, owner approval, and then have the work completed. With this repair the tenant's frustration with the time to repair is misplaced in that our firm (the property management firm) was not responsible for the delayed fix - the owner was delayed in approval after deliberating on the approach to the fix (replacing the entire door, or just several glass panes), and then the glass for the door was on back order. Once the glass came in from back order the installation was delayed due to continuous rain storms. The existing door was able to locked from the inside during the entirety of the repair period, so there was no real safety/fire hazard concern. There was continuous communication throughout the process between the tenant and our Repair Specialist (who facilitates the work between repair vendors and owner/approvals). However, we do apologize for the delay and the repair was completed on 6/20/16 and the work order closed out on 6/21/16. Sincerely, --David W[redacted] Associate Broker, ABR, CDPE, SFR, NRBA

Review: Possible mold in a home we just rented. No ac provided in bedrooms, but was advertised as having ac in home. Landlord will not resolve issue. Told us to sleep downstairs. Lease started on the 1st of August. We want our deposits and rent refunded and all expenses we incurred due to this.Desired Settlement: All deposits, rent and expenses to be refunded

Business

Response:

The condition of the home at [redacted], when the former tenants moved out the previous Friday night, was not up to our standards and did not reflect the way we typically do business! Our property manager called the [redacted] on Saturday to let them know of the condition of the home and to give them the option to pass on moving in, or to move in and let us work through the issues by sending the appropriate contractors out there to fix the problems. They opted to go ahead and move in on Monday and to turn on utilities (which had been turned off early by the previous tenants). Because some of the contractors were not able to do their part right away, we had to schedule them at their very first availability which created inconvenience for the [redacted]. By Friday (4 days after moving in) the [redacted] became very frustrated and said no more contractors could come out to do work. We offered to refund their security deposit, pet deposit and the pre-paid month's rent for their inconvenience if they wanted to move out. They did not accept our offer. Over that weekend they abandoned the property, and still have not accepted our offer. Since the [redacted] have moved out, we have resumed working on the issues with this home so that it will meet our standards for the the next tenants. We regret this set of circumstances and the inconveniences they have caused.Monica M[redacted]

Review: Good afternoon-I am currently renting this home. It is older and we have had numerous issues that have taken a very long time to fix. I do understand that older homes have issues, but we are currently experiencing a horrible one. One week ago on Tuesday, February 10, 2015 we reported a frozen pipe issue. We left many messages and sent email requests that went unanswered. I have only 1 toilet and shower and I have been without either since February 10th. I have been forced to use the restroom outside! This is completely unacceptable! Last night the bathroom flooded due to frozen pipe issues. I called the maintenance number to report the emergency- no response from them.I called again today many times and finally reached [redacted]. She sent someone out and I was told there is nothing they can do until the pipes unfreeze and that I was welcome to go rent a big heater to put under the house to help with thawing. I do not believe that as a renter I am responsible for that. She also claims that she sent someone out to the house on the night it snowed Monday, February 16 and that no one was home. Due to the inclement weather I was home all night. I am just asking to be placed in a hotel at their expense until the problem can be fixed and I can have the plumbing necessary for everyday hygiene and to be reimbursed half of the rent. This is so unsanitary! I have an email paper trail documenting all of my emails to the service website. Please help me with this issue as soon as you can. I pay my rent on time always and I work in the business world where I am required to be showered and well groomed at the office. Thank you for your time.Desired Settlement: I would like to be reimbursed half of the rent and put in a hotel until the problem is completely resolved.

Business

Response:

Good evening. In response to this complaint about the repairs at the home, we empathize with thetenants about the freezing pipes situation during one of the unseasonably coldest stretches of winterand largest snowstorms that we've had in the last five years in the Greater Richmond Metro area. Thatbeing said, their complaint against our property management firm is misplaced, because we are simply afacilitator between landlord and tenant {i.e. contractors can't perform repairs until we have ownerapproval). This situation has been resolved with 3 separate fixes on the.pipes, including insulation ofthem to prevent future issues. The timing of corrective action can depend on landlord availability forapprovals, vendor selection, vendor availability for the actual fix, tenant availability, and access to theproperty due to road conditions. Also, during one of the contractor fixes, it was noted that thecrawlspace door had been left open during the snowstorm, no doubt further contributing to theproblem.We have in fact facilitated over $3300 in repairs to this property during the 8 months that the tenantshave been renting the property and have helped dramatically improve the condition of the property· versus when the tenants began renting it.Sincerely, [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]

Regards,

Review: [redacted] showed me a home on [redacted] that he had for rent. I explained during the tour that I was interested only for a six or nine month agreement. He agreed. I filled out paperwork, submitted $50 application fee, and was approved. He then told me that it would have to be for a one year lease, which he knew I couldn't do. As a result of his deceit and dishonesty, I am out $50. He has refused to refund my money.Desired Settlement: I would like a refund of $50.

Business

Response:

In response to [redacted] complaint, we did show her the

townhouse at [redacted] and she did state that she was looking for a six

or 9 month lease, but neither I nor my firm agreed to that at any point during

the showing or anytime thereafter. In fact, in leaving the showing I was pretty

sure that she wasn't going to apply as I had explained that we don't do six or

nine month leases. In fact, of our entire portfolio of managed rentals, we have

exactly ZERO leases that are less than 12 months {although we do have several

of more than 1 year, 18 months, 2, or 3 years). [redacted] application was

approved, but conditional to being on a lease of at least a year. Therefore,

since she was approved and an application fee is to determine an applicant's

viability of tenancy, there was and will continue to be no refund.

Additionally, our software {[redacted]) that administers the application process

clearly states that application fees are NON-REFUNDABLE. So, in closing, we're

sorry that [redacted] wants her application fee back, but if she wanted a six or

nine month lease, then she should not have applied for our unit. Sincerely,