Yellow Book USA

Our lease clearly states that May 31st if the tenant is still living on the property that the lease agreement automatically renews for another yearThe tenant still had months remaining on her year lease agreement , therefore she will not be due a refund of deposit I will send a copy of these terms in the active lease we had with this consumer

Ms*** submitted a repair request on Jan30, saying she had intermittent hot water, that she would have hot water for 4-days and then one evening have no hot waterShe also said the bolts on a toilet were coming looseA repair order was submitted on Feb 1, The bolts on the
toilet were repaired but the water heater found old enough that replacement was advisedMs*** submitted another repair request on Feb indicating that the water heater was not working properlyWhen owner approval was confirmed, the water heater replacement was ordered on Feband the heater was replaced.First I apologize to Ms *** that she did not get a return callI am sure we rely too heavily on our online repair system which keeps the work order a tenant puts in online updated as to the statusWe should have also called her to let her know the progressHer requests were not ignored but we failed to call her instead of relying on our system that she used to submit the request.Last, I am glad that we were able to get the water heater approved and replaced so that she has full time hot water without only being intermittent

Initial Business Response /* (1000, 9, 2016/10/25) */
Contact Name and Title: [redacted] Jacques
Contact Phone: 417-[redacted]
Contact Email: [redacted]@thejacquesco.com
Answers are in the order submitted in the complaint.
Communication was complicated depending on whether talking to the complainant or her...

husband. A background check was purchased and in our files. Some charges and police involvement have occurred after lease began. We rented with no pets as part of the lease, which was shown to the complainant. $[redacted] penalty charged tenant upon verifying one dog on the premises. We could not tell anyone had smoked in the house when we got the house back. Cigarette butts outside are easy to remedy. Our lease was to one girl who listed her mother as another occupant. As far as we know that is who moved into the house. We have had no complaints from any neighbor. Complainant was informed in October 2015 that the air conditioner would have to be replaced in spring. They called on April 19, 2016 and asked us to get a bid. We submitted a bid from a contractor and
they said they would use their contact to do the job. We said fine and informed the tenant. In July the tenant was asking about getting the AC fixed and [redacted], maintenance director, called complainant to get the name and number of the person the complainant had turned it over to. [redacted] called the gentleman and he said he would try to get to it. After some more time and calls from the tenant, [redacted] gave the name and number to the tenant to try arranging a time. She was told it would be 10 weeks getting to it. When this was relayed to the complainants they said to proceed with the bid we had gotten in April. Order was sent to contractor on July 26 who told [redacted] that he would do it over the next 2 days before he left on a missions trip. Contractor called the office to get help getting a response from the tenant. [redacted] in our office then sent an email to tenant telling her we needed to set a time to do the job. Getting no response, the contractor left on his trip. During this time was when [redacted] was asked how it was going and he told client it was being installed which was the last he knew. Later, he learned of the lack of response of the tenant. I do not know why the office of the contractor did not know about the effort he made before he left but he can verify that he intended to get it [redacted]e and got no response from the tenant. Another contractor was hired by complainant to install the new unit and we never heard any more from the tenant. I [redacted]'t know of another incident similar to this at all. After knowing the complainant wanted the house back and that there had been police involvement, we moved forward with eviction. The court date was set for October 6 as we told complainant. We were told by attorney that it could be set up for immediate eviction if judgement entered. We received judgement on that Thursday and hand delivered execution of eviction to the sheriff's office shortly after on the same morning. We did not receive a call from deputy sheriff until Tuesday, October 11 when he told us he had posted the house for eviction on Thursday October 13. During this time is when [redacted], our maintenance director, was called asking about the eviction, which he knew nothing about until he was told on the 11th to arrange help to set it out on the 13th. I [redacted]'t think the complainant would be blaming us for the missed dates if she understood the fact that we can only do what the courts and the sheriff authorizes. We did set out the property on the 13th as posted by the sheriff and turned the property over to the complainant that day.
The property suffered only normal wear and tear with no unusual or extraordinary damage. We collected rent, late charges, pet charges, forfeited deposit and legal fees totaling 28% more than contract rent was scheduled to be. We feel like, given the reasonable condition the house was returned in and the almost 28% extra money, that we did a good job of protecting the interests of our clients/complainants and that they were appropriately compensated. The complainants did not put the no pet or no smoking in writing when they filled out the management agreement and forms, in fact they wrote in that they would accept one dog under 15 pounds. They would have been given a copy when they turned them in to us but always welcome to another copy which we will supply with final settlement of funds this week. We put in the lease no pet so we enforced that clause whereas complainant would have accepted one small dog. However, the tenant chose to violate her lease by adding a dog. Cigarette butts in the yard is not smoking in the house, so I think we accomplished what our client thought they had asked for and made the tenant pay for her choice to violate the lease.
Calling the maintenance director to ask about ongoing legal issues does not make him rude when he just did not know details but offered to find out. We are always concerned when we have communication problems with a client or tenant. In a perfect world, we would have only one of the clients or tenants do all the talking for all of them and only one of us do all the talking for all of us. However, that arrangement would not be practical, workable or appealing, so we try our best to communicate as best we can and we all tell the truth as we know it.

Our lease clearly states that May 31st if the tenant is still living on the property that the lease agreement automatically renews for another year. The tenant still had 2 months remaining on her 1 year lease agreement , therefore she will not be due a refund of deposit . I will send a copy of these...

terms in the active lease we had with this consumer.