Urban Enterprises, Inc.

I am rejecting this response because: it was stated that all maintenance of home was completed May Pictures attached of current concern, which were put in email form and sent to realtor and property manager. It was stated the fence was complete and all sections were in good conditionIncorrect-One section is bulging very bad from pressure ( wood on opposite side pushes it out more and more everyday)It is in the middle of the yard on left side.-Two section that is incomplete is attached to the tree! in the Middle of the yard with random scrap woodTotally ignoring the prior fence line( In which looking at the yard can see where post go) the studs are still visible

This tenant was originally supposed to move in May 1stHis family needed to get in early, so the Property Manager let them to move in on April 21st and did not collect pro-rated rent. There were maintenance items that were discussed between the leasing agent and tenant.
Most or all of these would have been completed by the original move in date of May 1st. The delay in addressing these items was due to the tenant requirements to be home during the repairs. The maintenance person that was scheduled on May 2nd, was told to complete everything on the list. In addition, he was informed that if there were other reasonable repairs that were pointed out by the tenant while he was there, to do that as well. The tree poses no threatThere are no dead branches that are in danger of falling. There were some fence sections that were blown down and those were put back up. All of the fence sections are secure. There is one section that pushes in to the property due to the neighbors tree stump and other debris. There is nothing that can be done about that except remove the fence entirely. All maintenance issues were completed on May 2nd, two days prior to filing this Revdex.com complaint. As we were reviewing this tenant's dates of move in, application, etc., we now see an update that came through from his previous landlord on April 24th, days after we signed the lease. This update shows that on April 17th, a court filing was createdIt shows that this resident owes $in rent and other fees to his previous landlord. This is why the family needed a place to stay so quickly, the report shows that they skippedWhile this does not directly affect the maintenance concerns this tenant has, based on this new information we think that this tenant's complaint and motives are very suspicious

I visited this property on May 15th with the previous property manager to view the fence in person. There were sections that had been recently damaged according to the next door neighbor. This neighbor said he would take on the responsibility to fix these sections. Regarding the wood that was running from a tree to a fence post. I had asked the contractor what purpose this wood served and if it was needed for support. The contractor said they put it back up after fixing the fence section only because it had been there before. I asked him to completely remove it as it looked ridiculous and was not necessary. I followed up this morning with the contractor to make sure that this was completed, and asked him to verify that the neighbor fixed the other fence sections. I was sent back pictures showing everything was completed. I believe this completes the additional maintenance requests by this tenant

Initial Business Response /* (1000, 5, 2015/08/17) */
We make every attempt possible to resolve customer concerns as they occur. In this case the concerns were not brought up until a day later when they decided to leave early in which case we agreed to refund the remaining 2 nights. She states...

above, "I was on a business phone call and therefore wasn't able to check out the trailer until the delivery man left. If I had, there is no way I would have accepted the trailer." Our Maintenance and delivery number is clearly posted inside the RV for situations just like this. Had they called we would have worked to resolve the concerns immediately. We also would have allowed them to vacate had they insisted. It is our practice to first attempt to resolve a guests concern and then allow them to check out early with a refund if they are not satisfied. We were not given this opportunity. It was not until late the next afternoon when they called and asked to check out 2 days early. They did not ask us to repair, replace or clean any part of the trailer which we would have gladly done. Coincidently, they called after experiencing a hot day in which their underpowered generator was not capable of running the air conditioning. They chose not to rent a generator from us that is capable of cooling the RV. We already gave them the refund that both parties agreed to and don't think that renegotiating the agreement is justified.
In regard to the condition of the RV. We have gone through the trailer and addressed the concerns brought up above. Thanks to her observations we did replace the mattress and shower curtain. In regards to the step. This rv has a low door height that does not require a built in step. We provide the stool as a convenience. The stove, refrigerator and air conditioner were all looked at by an independent RV repair tech and are in working condition. All of these things could have been done immediately had she brought them to our attention.
Initial Consumer Rebuttal /* (3000, 7, 2015/08/18) */
(The consumer indicated he/she DID NOT accept the response from the business.)
At least you admit the problem with the mattress, the shower curtain, and overall condition of the trailer and it's great you took care of the problems for future renters. I don't see, however, how this helps us. We wanted to have a good vacation in the trailer and we truly did try to make the best of it, which is why we stayed a night instead of bailing right away.
We bought a generator (4000 watts), drove from Austin and unloaded everything from our car, We TRULY wanted to give the trailer a chance and did everything possible to do so. We moved the foam mattresses over to the shabby main bed, cleaned the place up (shouldn't a rental trailer at least be clean before it's delivered?) and carried on. But after everything we already dealt with our first night in the trailer,we reached our limit when we ran out of water after 17 hours (8 of which we spent sleeping!). We don't believe the tank was full, as we were told. There is no way we would have used up 45 gallons of water with 2 short showers, hand washing after using the toilet, and washing a few dishes. We had no way to refill a 45 gallon tank!
The mouse droppings were disgusting. As for the black and molded shower curtain and shower floorwhy did it take a customer to tell you to clean it? It was so nasty and unsanitary! And what about the security issues? Why would you close a window with a bungee cord (which was so loose it hung down on the mattress)? Would you let your family stay in a place so easily accessible to crime? The running board right outside the window and next to the bed, made it easy for someone to climb in and rob our belongings while we were gone, or worse, come in while we were asleep and attack us. Do you not see anything wrong with this scenario?
The step to the ground from the trailer is a short way down? NO, it isn't. If you think this is the case, you are delusional. Maybe if we were young, it would be easy to get into and out of the trailer. If you think this is true, you should advertise the place for rent only to those who are agile, young and able to jump out of a trailer, because it is not a short way down. You really should do the right thing and refund our money. I would be very embarrassed in your position. I have also attached pictures. The picture of the window shows the bread twist tie we had to use when the bungee cord fell off.
Final Business Response /* (4000, 9, 2015/08/19) */
As I stated before the customer did not notify us of the problem until late the next day when she asked to check out early and refund her money for the remaining 2 days which we did. Had she notified us of her concerns sooner we would have taken action immediately to rectify the situation. Even if that meant an immediate move out and refund. We have shown that we are willing to do so.
She stated, "we truly wanted to give the trailer a chance." That was a decision that she made. As shown in our agreement to refund the remaining 2 nights we do not want our guests to stay in a situation that they are not happy with. We do everything possible to rectify customer concerns while they are staying with us which we did by complying with her requests.
She chose to stay in the trailer for the first night. She made an agreement to check out and have the remaining balance refunded which we did. I believe that the customer should take responsibility of her agreement and her lack of action in notifying us of her concerns in a timely manner. Renegotiating an agreement after the fact is not right.