Wagner Insurance Group

This property was remodeled in 2007, MrsP [redacted] purchased this property in as a foreclosureThis house was built in The carpets and the floor as well as the entire house, had wear and tear on the day she purchased the house, and when she brought the property to Beach Bum Holiday Rentals and Management to manageWe even discussed the possibility of replacing the carpets because of the condition they were left in from the tenants of the house prior to her purchasing itBelow I have attached the pictures from the Multiple Listing Service that shows a picture of the master bedroom and you can see the condition of the carpetAt that time we were getting the property ready to rent as a vacation rental and I recommended that we have them professionally cleaned first and see if we could hold off replacing the carpets until they got to a point where we could no longer clean them, or she was ready to move into her “home after retirement”Please see before and after pictures from attached above where you can see the carpets did get cleaned but not to the “pristine” condition she now claims the carpets were inBelow is a larger picture of the master bedroom Below, please see another picture from the MLS when the house was for sale and before they purchased it that shows there was paint touch up spots on the wall of the kitchen, so again not in “pristine” conditionThe house was not painted before we started renting it On 6/13/I made note about talking to L [redacted] about a mini blind being broken in the master bedroom and she was aware of the condition of that blind (she had taped it to keep it together), and the rest of the blinds in the house since they were all deterioratingThe mini blinds are inexpensive plastic blinds that were in place when she purchased the houseThey are constantly breaking because the quality and age of the blindsShe said she had taped that one because she could not afford to replace them at that time and would “wait and see” as we were doing with the carpetsShe did not want to purchase any blinds or any window treatment but I had to insist in having a window covering placed in the front bedroom windows as it faced the street and it was a privacy issue for guests.8/22/I made a note about speaking to L [redacted] regarding one of the leg on the bench for the table was broken, the guest called in and when they sat down to eat dinner the bench collapsed on themL [redacted] then called later and said the furniture company would be shipping new legs out for the bench because it is brand new If this was caused because of a guest’s action they would not have sent her new ones or at least there would have been a charge for the replacement.1/12/Brittney e-mailed L [redacted] letting her know there was a pipe leaking under the sink every time someone uses the dishwasher it was leakingWe sent maintenance to fix the issue because it was a quick turnaround for the property (a guest left at 11am and a guest was coming in at 3pm same day)L [redacted] was upset we didn’t use her home warrantyThe home warranty people told us they would not be able to get out to property for five to seven daysWhen there is water involved, policy is to fix issue right away so there would not be any additional damage to the propertyShe was upset that we took action to protect her property and didn’t use the home warranty service that was $less expensive.1/12/Brittney e-mailed L [redacted] letting her know that a guest had broken one of the upstairs windowsThe six year old son was cranking the window the wrong way and it broke accidentallyThe guest payed for the window replacement out of their security deposit.12/21/L [redacted] e-mailed saying she would accept $for a monthly rental.1/11/L [redacted] send another e-mail talking about getting a monthly rental because she needed the income.3/25/L [redacted] e-mailed saying the kitchen faucet in her house should be in pristine condition since it was just installed brand new in She complained because someone was sent out to fix it even though it was leaking and wasting water and causing damage.4/1/Housekeeping reported yet another broken mini blind this time in the kitchenE-mailed a pictureBeach Bum called L [redacted] and she said she wanted to replace it herself since she was going to be coming in on the 14th of that month.3/30/L [redacted] e-mail us a picture of the bar stool in the houseIn the picture you can clearly see damage done to the wood floors, especially under where the bar stools sitIn addition, you can see the wood trim pieces around the tile have fading and have wearPicture is attachedShe is claiming this damage was created by the guest from August to November 22, and the floor was absolutely in pristine condition during her stay in August, when the floors were in the same condition previously.Below please see my response in red to her last response and rejection:the floor now has multiple areas where the finish is destroyedIt looks as though something was spilled or done to those specific areasL [redacted] is claiming the guests had pets and that damage was caused by pet urine, if that was the case the wood would have warped and the stench would be intolerable there was no evidence of a pet in the house There are also multiple deep scratches on the floor by the master bedroomThis was caused by one of the legs on the table where the nail was protruding from the bottom for which she approved repairs to the legs to include the bar stools where the other area was being damaged by the legs of the furniture she purchasedThese were not there when we stayed in July or the beginning of AugustThis was already evident in the picture she took in March 2015, as for the deeper scratches, the table has a very heavy piece of glass on it that could have caused the plastic pads on the legs of the table to break away then causing the nail to protrude consequently scratching the floor, again not a malicious act on the guest’s partThis is however only one of many problems we had with the Management company since I have forwarded multiple emails of correspondence showing damages to our property and problems with managementI have not seen these multiple emails she sent to you, so I cannot respond to this The carpets were completely cleaned in July and the furniture was scotchguarded by a friend in early August prior to the three month renter this yearWhen we stayed in November, three days after the guest left, both the carpet and the furniture were stained and very dirty I have attached a receipt that shows the carpets and upholstery were cleaned after L [redacted] departed and that was charged to the guestWe always have to wait to clean the carpets after L [redacted] departs as she always brings multiple cats and dogs with herThe large amount of hair from her pets has to be cleaned but she never wants to pay for us to send in the carpet cleaner so we wait to clean them after her stay when we canCurrently, I am having to pay to try to have someone clean the filthy carpet again and attempt to remove the stains from the couch and reclinerAs I mentioned above the carpets and upholstery have been cleaned and when I inspected the house prior to releasing it to the new management company it was all as clean as it will ever getThese carpets were in bad shape in and it is time to replace them but not at the guest’s expense, this is part of doing business and I helped her by deferring the expense for yearsI have attached pictures of when the house was first brought to meThe carpets can only be cleaned up to a point, it’s time for them to be replaced, but not because of negligence on my part or anything maliciously done by the guests These are only a few of the issues with my house currently I struggle to restore my house to rentable condition after their three plus years of managementIt is going to require approximently over $10,to fix the home and it was built in This home was remodeled in 2007, built in and it went through a foreclosure I also have not been paid for the income the home generated in the month of December, and it is already January This is not acceptableWhen I asked L [redacted] to take her property to a different property management company at the end of December we had some outstanding work for her property and we are on a day billing cycle with our vendorsI needed to wait until all invoices had been receivedHer statement will be processed this week and the funds mailed to her via a check.L [redacted] wants us to pay her $10,to repair all of the floor including paint, the wood flooring in the dining room, living room and kitchen areas and the carpets throughout the houseNot only was this property a vacation rental for four years but it was a property that needed work at the time of the purchase that I was able to help her differ until nowMrsP [redacted] has made over $98,since we started managing the property for her, over $35,in the last year with very little invested back into the property.Please let me know if you have any questionsI don’t know how I can help MrsP [redacted] understand that there is a cost to doing business.Thank you,M [redacted]

Normal 0 false false false EN-US X-NONE X-NONE MicrosoftInternetExplorer4 Mrs. P [redacted] seems to think everyone else should pay to maintain the house, I have been in communication with our attorney and his comment to me was, unless we have specific proof, we don’t have a claim. She is claiming the floors were damaged by one guest that stayed for a period of 3 months. We had a professional floor refinishing contractor, Keith Evans Calif. Contractor License No. 502547, do a visual inspection of the floor and his comment was that the damages to the floor has been over a period of years of use. The areas of the floor that are mostly marked are under the stools and dining room chairs and table. She demanded that we charge the last guest that stayed at the property to refinish her floors due to the damage she claimed they caused. She was at the house on August 4 – 7, 2015 and her friends on August 12-14, 2015 just before the guest arrived on August 17, 2015 and according to Mrs. P [redacted] “they can all testify the floors were in pristine condition”. However, on 3/30/2015 L [redacted] e-mailed us a picture regarding an issue with the bar stool in the house. In the picture you can clearly see scuff marks already on the wood floors, especially under where the bar stools sit. In addition, you can see the wood trim pieces around the tile have fading and have wear which she also claims was caused by the guest. See attached Picture. The floors were never in pristine condition as L [redacted] is claiming. The wood floors have normal wear from years of use and they had wear on them when L [redacted] brought the house to Beach Bum Holiday Rentals and Management. Please let me know if you have any further questions. Thank you, M [redacted] ###-###-#### office ###-###-#### toll free [redacted] @beachbumreservations.com / [redacted] Style Definitions */

Complaint:
I am rejecting this response because:
This entire response from Beach Bum is full of inaccurate statements that I will be responding to and providing documentation of the true facts regarding the issues. Before I address all the issues, I'd like to bring up the fact that it is now January 23, and they still have not paid me for my Christmas week rental in DecemberEver since I've have had the monthly income deposited in my account, it has never been deposited any later than the 5th of the next monthThey have absolutely no right keeping the income that they earned renting out my propertyI emailed them last week asking them to please remit it since they had not, but I received no responseI spent $4,this week re painting and repairing all the damage on my wall and doors throughout the house and need that income NOW to help with all my costly repairsThey also deleted me from the online account where I could access both deposits and expenses from my accountFortunately I have screen shots of most of the previous informationI will email the information regarding the unpaid rental income from December. ( I will be sending all my emails and picture documentation via email to your accountIt is not efficient for me to try to attach it to this document, and I was unable to open any of the ones that M***a attached to her document.) My home was built in 2006/and M***a is aware of that factInitially when I purchased it in 2012, I communicated with her a concern that the county records were still showing the structure to be from and I didn't know how that was possibleAfter communicating with my real estate agent Cynthia La Polla, she was able to prove that the county was actually showing the original structure in their records, and also the new second structure that was started in and completed in She also sent me the listing from when the cleared lot was put up for sale at Newport after the first structure was completely demolishedI shared all this information with M***a right after I purchased the home in 2012. The home was built by a contractor, R*** ***, as his primary residence and was built very wellHe lost it through foreclosure in At that time it was in like new condition as C*** ** *** states in the attached email to youThe carpet did need cleaning, which was done, and it cleaned up nicelyWe also chose to have the house paintedI'm not sure why M***a says we did not because I am also forwarding the bill from Beach Bum for the painting of the house when we purchased it as another piece of evidence of the many unthruths that she provided you. As far as me refusing to replace the mini blinds, that is absurdAlmost every one of our stays to our home included trips to the store to replace broken blindsOn one particular visit, I was unable to find a blind the correct size for one of the windows during our brief stay, so I replaced the ones I could and bought some strong glue to hold the partially cracked slat in place for the one that I couldn't purchase the correct size forWe eventually grew very tired of constantly having to replace them on our visits, so we then purchased fabric curtains for the upstairs and a bedroom so we wouldn't have to continue to spend our "vacations" replacing damage to our home. As far as her mention of the window in the front bedroom, she knows that is not accurateThe front bedroom has and always has had mini blinds on both windowsThere was two small panes on the sides of the blinds that had never had a covering as well as the slider in the master bedroom from which there are beautiful day and nighttime viewsOne renter, probably about a year or so after we purchased the home said her daughter was mortified to dress in front of those two thin open slats in the front bedroom and they were very uncomfortable with the master slider so Beach Bum contacted me about covering both which I said was okThey also remarked in our phone conversation how silly the renters were beingI will look through the ledger and try to find the exact dates when those coverings were purchased and send that to you. I was not emailed by Beach Bum when the window was broken upstairs I had some friends that drove down to stay at my house and they texted me to tell me that one of my windows upstairs were brokenI know nothing of it, so I wasn't able to warn them in advanceIt was a vet embarrassing situation for me. As far as the March 25, statement about me complaining about someone being sent out to fix the kitchen sink, that is completely untrue also, and I will send you the emails of what actually transpiredOn the day in question, they sent me a survey that a disgruntled guest had filled outIn it he refers to numerous issues including the kitchen faucet being brokenI replied asking for pictures of the damages that we were unaware ofChristine Clark replied backto me in response to that email that the housekeepers had seen no damage to the kitchen sink and that she felt that guest did not know how to use it. I never received any evidence that the carpets and furniture had been cleaned from them except for one picture that did show that one stain in the middlle bedroom carpet had been removedMy new property manager took a lot of pictures when the the keys were given to her and the rest of the carpet looked as dirty as it did when we stayed there in November right after the three month renters leftAgain, the carpets had been completely cleaned and looked good in August prior to their stayThe horrible stains on the furniture were identical in the January pictures as in the ones that we took during our November stayNo stains were on either the couch or recliner prior to that and I have witnesses to that factIf they were indeed cleaned as she said, then the stains have destroyed the furniture and either Beach Bum or the renter needs to replace themThe $3,security deposit should have been used to replace the furniture if the stains could not be removedHuge stains on furniture is not wear and tear. As far as the vendor billing statement, I notified M***a via email that my new property manager was going to be using the same vendor to complete the repair on the stove that had not been completed by them and therefore it would be billed to my new property managerTherefore there was no reason to hold my income that they collected in December.
Regards,
*** P***

",sans-serif>
MrsP[redacted] seems to think everyone else should pay to maintain the house, I
have been in communication with our attorney and his comment to me was,
unless we have specific proof, we don't have a claimShe is claiming the
floors were damaged by one guest that stayed for a period
of monthsWe had a professional floor refinishing contractor, Keith
Evans CalifContractor License No502547, do a visual inspection of the
floor and his comment was that the damages to the
floor has been over a period of years of useThe
areas of the floor that are mostly marked are under the stools
and dining room chairs and table
She demanded that we charge the last guest that stayed at the
property to refinish her floors due to the damage she claimed they causedShe
was at the house on August – 7, and her friends on August 12-14,
just before the guest arrived on August 17, and according to Mrs
P[redacted] "they can all testify the floors were in pristine condition"
However, on 3/30/L[redacted] e-mailed us a picture regarding an issue
with the bar stool in the houseIn the picture you can clearly see scuff
marks already on the wood floors, especially under where the bar stools sitIn
addition, you can see the wood trim pieces around the tile have
fading and have wear which she also claims was caused by the guestSee
attached Picture
The floors were never in pristine condition as L[redacted] is
claimingThe wood floors have wear from
years of use and they had wear on them when L[redacted] brought the house to Beach
Bum Holiday Rentals and Management
Please let me know if you have any further questions
Thank you,
M[redacted]
###-###-#### office
###-###-#### toll free
[redacted]@beachbumreservations

This property was remodeled in 2007, Mrs. P[redacted] purchased this property in 2012 as a foreclosure. This house was built in 1946. The carpets and the floor as well as the entire house, had wear and tear on the day she purchased the house, and when she brought the property to Beach Bum Holiday Rentals and Management to manage. We even discussed the possibility of replacing the carpets because of the condition they were left in from the tenants of the house prior to her purchasing it. Below I have attached the pictures from the Multiple Listing Service that shows a picture of the master bedroom and you can see the condition of the carpet. At that time we were getting the property ready to rent as a vacation rental and I recommended that we have them professionally cleaned first and see if we could hold off replacing the carpets until they got to a point where we could no longer clean them, or she was ready to move into her “home after retirement”. Please see before and after pictures from 2012 attached above where you can see the carpets did get cleaned but not to the “pristine” condition she now claims the carpets were in. Below is a larger picture of the master bedroom  Below, please see another picture from the MLS when the house was for sale and before they purchased it that shows there was paint touch up spots on the wall of the kitchen,  so again not in “pristine” condition. The house was not painted before we started renting it.  On 6/13/2012 I made note about talking to L[redacted] about a mini blind being broken in the master bedroom and she was aware of the condition of that blind (she had taped it to keep it together), and the rest of the blinds in the house since they were all deteriorating. The mini blinds are inexpensive plastic blinds that were in place when she purchased the house. They are constantly breaking because the quality and age of the blinds. She said she had taped that one because she could not afford to replace them at that time and would “wait and see” as we were doing with the carpets. She did not want to purchase any blinds or any window treatment but I had to insist in having a window covering placed in the front bedroom windows as it faced the street and it was a privacy issue for guests.8/22/2012 I made a note about speaking to L[redacted] regarding one of the leg on the bench for the table was broken, the guest called in and when they sat down to eat dinner the bench collapsed on them. L[redacted] then called later and said the furniture company would be shipping new legs out for the bench because it is brand new.  If this was caused because of a guest’s action they would not have sent her new ones or at least there would have been a charge for the replacement.1/12/2013 Brittney e-mailed L[redacted] letting her know there was a pipe leaking under the sink every time someone uses the dishwasher it was leaking. We sent maintenance to fix the issue because it was a quick turnaround for the property (a guest left at 11am and a guest was coming in at 3pm same day). L[redacted] was upset we didn’t use her home warranty. The home warranty people told us they would not be able to get out to property for five to seven days. When there is water involved, policy is to fix issue right away so there would not be any additional damage to the property. She was upset that we took action to protect her property and didn’t use the home warranty service that was $30 less expensive.1/12/2013 Brittney e-mailed L[redacted] letting her know that a guest had broken one of the upstairs windows. The six year old son was cranking the window the wrong way and it broke accidentally. The guest payed for the window replacement out of their security deposit.12/21/2013 L[redacted] e-mailed saying she would accept $2850 for a monthly rental.1/11/2014 L[redacted] send another e-mail talking about getting a monthly rental because she needed the income.3/25/2014 L[redacted] e-mailed saying the kitchen faucet in her house should be in pristine condition since it was just installed brand new in 2007. She complained because someone was sent out to fix it even though it was leaking and wasting water and causing damage.4/1/2014 Housekeeping reported yet another broken mini blind this time in the kitchen. E-mailed a picture. Beach Bum called L[redacted] and she said she wanted to replace it herself since she was going to be coming in on the 14th of that month.3/30/2015 L[redacted] e-mail us a picture of the bar stool in the house. In the picture you can clearly see damage done to the wood floors, especially under where the bar stools sit. In addition, you can see the wood trim pieces around the tile have fading and have wear. Picture is attached. She is claiming this damage was created by the guest from August 17 to November 22, 2015 and the floor was absolutely in pristine condition during her stay in August, when the floors were in the same condition previously.Below please see my response in red to her last response and rejection:the floor now has multiple areas where the finish is destroyed. It looks as though something was spilled or done to those specific areas. L[redacted] is claiming the guests had pets and that damage was caused by pet urine, if that was the case the wood would have warped and the stench would be intolerable there was no evidence of a pet in the house.  There are also multiple deep scratches on the floor by the master bedroom. This was caused by one of the legs on the table where the nail was protruding from the bottom for which she approved repairs to the legs to include the bar stools where the other area was being damaged by the legs of the furniture she purchased. These were not there when we stayed in July or the beginning of August. This was already evident in the picture she took in March 2015, as for the deeper scratches, the table has a very heavy piece of glass on it that could have caused the plastic pads on the legs of the table to break away then causing the nail to protrude consequently scratching the floor, again not a malicious act on the guest’s part. This is however only one of many problems we had with the Management company since 2012.  I have forwarded multiple emails of correspondence showing damages to our property and problems with management. I have not seen these multiple emails she sent to you, so I cannot respond to this.     The carpets were completely cleaned in July and the furniture was scotchguarded by a friend in early August prior to the three month renter this year. When we stayed in November, three days after the guest left, both the carpet and the furniture were stained and very dirty.  I have attached a receipt that shows the carpets and upholstery were cleaned after L[redacted] departed and that was charged to the guest. We always have to wait to clean the carpets after L[redacted] departs as she always brings multiple cats and dogs with her. The large amount of hair from her pets has to be cleaned but she never wants to pay for us to send in the carpet cleaner so we wait to clean them after her stay when we can. Currently, I am having to pay to try to have someone clean the filthy carpet again and attempt to remove the stains from the couch and recliner. As I mentioned above the carpets and upholstery have been cleaned and when I inspected the house prior to releasing it to the new management company it was all as clean as it will ever get. These carpets were in bad shape in 2012 and it is time to replace them but not at the guest’s expense, this is part of doing business and I helped her by deferring the expense for 4 years. I have attached pictures of when the house was first brought to me. The carpets can only be cleaned up to a point, it’s time for them to be replaced, but not because of negligence on my part or anything maliciously done by the guests.  These are only a few of the issues with my house currently I struggle to restore my house to rentable condition after their three plus years of management. It is going to require approximently over $10,000 to fix the home and it was built in 2007. This home was remodeled in 2007, built in 1946 and it went through a foreclosure.        I also have not been paid for the income the home generated in the month of December, and it is already January 13. This is not acceptable. When I asked L[redacted] to take her property to a different property management company at the end of December we had some outstanding work for her property and we are on a 30 day billing cycle with our vendors. I needed to wait until all invoices had been received. Her statement will be processed this week and the funds mailed to her via a check.L[redacted] wants us to pay her $10,000 to repair all of the floor including paint, the wood flooring in the dining room, living room and kitchen areas and the carpets throughout the house. Not only was this property a vacation rental for four years but it was a property that needed work at the time of the purchase that I was able to help her differ until now. Mrs. P[redacted] has made over $98,000 since we started managing the property for her, over $35,000 in the last year with very little invested back into the property.Please let me know if you have any questions. I don’t know how I can help Mrs. P[redacted] understand that there is a cost to doing business.Thank you,M[redacted]