To Whom it May Concern, I would like to address the Complaints filed against our Company Marquis Real Estate and Property MGT., by Susan Mango The first complaint: Toilet: The tenants called me, stating that the Master Bathroom toilet was very slow in flushing, and it had become almost impossible to use. I had our Maintenance person go to the home and look. He snaked the toilet, and said that there was really nothing that he could do. He recommended a new toilet, as it was not fixable. He gave us an estimate of 700, for a new one. I emailed Susan Mango about this, and she suggested that the tenant use only one ply toilet paper, and that it was a low flow toilet, and this was normal. After a few weeks of back and forth emails, and the toilet still not working, we sent a plumber to look at the toilet. He could see that it was not working, but there was a blockage of some sort, he snaked it again, it did not work, and he stated that we needed a new toilet. This bid came in at about 800-900. We told Susan this again, and her response was the same. After weeks of frustration, not having an answer from the owner, and the tenants now completely frustrated, we spoke with a friend of ours that knew an owner a Plumbing Company, we told him of the situation. As a favor to us,he was able to get us a toilet for 120$,using a warranty that they had for their Company. He then installed it for free, something that we have not done in the past, we just needed to solve this situation with a price that Susan would be OK with paying,( and she agreed) and to make sure that the tenants had a working toilet. When they broke open the toilet there was some of the original packaging material still in the toilet We sent photos to Susan, and explained that with the help of a friend, we were able to get her a new toilet for very little. Most owners would have This took us about 2 months to complete, because of the lack of response from Susan, and she still said that this was from the tenants negligence. We worked VERY hard to get this situation resolved, the tenant commented that they were very thankful that we did not give up, and got the situation resolved. I can send the many emails that were sent, and the time line of response from the owner, if needed. (Please see attached year end statement for the cost of the toilet, and also the email, regarding the Security Deposit where she makes mention of this situation) As for the lawn: The tenant went to Australia last summer, and kept the sprinkler timers turned low. During this time, the weather turned very warm .When he returned from his trip, he called me, and told me that the yard had become dry, and that he would water it extra, to bring it back. We had our landscaper look at the yard, and he said that it was not dead, it just needed to be watered. By the end of the Summer it looked much better. As for the trees, and the dead patches: When the tenants moved out, we did a walk thru of the property, and determined that there were some dry spots, and did get a bid for sod that we had deducted from the Security Deposit. (See attached Security Deposit Refund) As for the trees: When the tenants moved out, Susan sent an email stating that the trees had died from lack of care from the tenants. We immediately send a horticulturist to the home, and he stated that the trees just needed to be sprayed, and that the cherry tree had a common disease that they get. He also stated that this was no fault of the tenant. (See attached email ) Missed mail: When we first leased the property, one of our priorities, is that the owner, the tenant and our company carry Insurance. Susan had her Insurance Agent call us to get in the home, so that she could get the Model of the freestanding wood burning stove. They had to be in that day, because that was the deadline for the Insurance. The tenant was not able to accommodate, she said that they would try and extend, and let me know. A few weeks later, she phoned too see if she could go in the home. I arranged with the tenant, and they went in, and took photos. We received an email from Susan a few months later, stating that her Insurance had been denied, because they did not get the information on the Stove. I told Susan, that they indeed had been in the home and took photos. Susan stated that we were responsible for paying her back Insurance, because she was not notified. I asked her why her Insurance Agent did not have her current address, as this is where the bills were to go. She stated that there was mail sent to the home, and we did not forward. This is true, we did not forward mail, which I apologized for, usually when the tenant moves in they receive some mail and advertisements for the Owner,we pick it up, and forward. We had not heard of any, so assumed that none had been sent. Susan still blames us for the Insurance cancellation, and that is what the "thousands of dollars due to missed mail" refers too. We made all of the arrangements for the Insurance Adjuster to get into the home, because something was missed in the policy does not have anything to do with our services The tenants did receive a package for the Owner last winter that I tried to mail, but it is huge. I told Susan about this, and she said that it was probably for her mother, and that she would get it when she was in town. It is still sitting in our office. Meeting her when she was in town: Susan had emailed us about her upcoming visit, and we scheduled an appointment for 9am. I live in Davis County, Utah. On that day, we had excess of 70mph winds, hundreds of year old trees were uprooted thru the County. When I was leaving, I passed my sons Junior High. There was Caution tape, and Emergency Vehicles at the school. I immediately pulled over, and ran into the school. They were evacuating the school due to power outages, wind, and the falling trees. I immediately called Susan, and left her a message, I then called Erica to see if she could meet her. Her fence had blown shut, and she could not get her car out of her driveway. I spoke with Susan, and told her that I was sorry, there was nothing that I could do, and that myself or Erica could meet her later that day. Erica also left her a message, stating that as soon as she could get her car out, she would be there. I left Susan at least two messages that day, asking if she could meet, and no response. Erica also left her two messages, and no response. I spoke with the tenant, and he said that he would make sure that he were around, so that if she came by, he would let her in. This day was a little more than too windy. There were major weather issues that day, and we tried to get a hold of her the entire day to reschedule.We did not hear from her for over a week, and when she did, she said how disappointed she was. I asked her if she had not received all of our messages, and she said that we must have called her out of State phone. The number that I called, was the same one that I had spoken to her on, earlier that morning. We tried all day to reach her, and get her into the home, while she was in town. I could not control the situations that had happened that morning. Damage to the house: When the owners moved out, we did a walk thru with the tenants, and then another one with their Relocation Company (Their Company pays their rent, so they do a move in with us, and also a move out, just to make sure of all damages) The home looked great, they had hired a cleaning service, to completely clean the home, and even all of the hard water stains that had been there when they moved in were gone. We did make note of the dead areas in the back yard, and this was addressed in the Security Deposit Refund. All of us commented on how great the home looked. The tenants had hung all of their photos with Command Hooks, they come right off the wall, and leave no marks. We received an email from Susan stating that there were holes in the wall by the staircase, and that it would cost 800$ to repair! I have enclosed the photo that she sent. We did not see any holes in the wall, and they are the size of 2 small nails. We had our Maintenance person give us a bid of to repair, and we deducted this off of the Security Deposit, even though they had probably been there prior to the tenants moving in. Without seeing the home, ( She had her Real Estate Agent go thru) she scheduled her cleaner to come and clean the home. We could not believe this, the home looked great. We got an invoice for her cleaning the floors, and the main drain line (The owner needed to have this done when the tenants moved in, as the lives were clogged), having nothing to do with the tenants. We did end up taking this off the Security Deposit Refund, even though we had checked and the home was great. Our main goal as a Property MGT Company, is to make sure that the Owners home is taken care of, and that the tenants are also taken care of. As for the claim that we sent the wrong lease, we negotiated for days, if not weeks on this Lease. The Company that the tenants work for, reviews all of the Leases, before they sign, because they will be paying the rent. We went back and forth with numerous emails, stating the changes that they had requested. Susan was part of this process from the start, she even added a clause that she could end the Lease, if her mother became ill (See attached Lease) We reviewed every change with her, and we all came to an agreement, and the Lease was signed. There were no changes made to the final lease, this is extremely upsetting to be accused of this, when she was a part of all of the changes. If needed I can send the emails As for the Security Deposit Refund: As a Management Company, our loyalty is to the Owner, they are our Employers. We do all that we can to make sure that when a tenant moves out, everything is as it was when they moved in, or better. When we did all of the walk thrus, we noted the items that needed to be addressed (yard had dry spots), The home looked great, and we sent Susan an email stating this. She said that she wanted her Agent to look at the house. We told her that we needed to refund the Deposit within 30 days, so we needed to make sure this was handled quickly. We waited. She emailed us, and said that she was sending her cleaner over, and that she had heard the home was dirty. We were shocked. Because we needed this to be handled quickly, we said that we would wait for her invoice. Erica and myself were going to pay this bill ourselves, because we did not think that this was fair to pass this along to the tenants. I told this to the relocating person as well, and she thanked us, because the home was very clean. After emailing Susan frantically waiting for the invoice. Three days before we were to release the Security Deposit Refund, we received and email form Susan stating all of the issues with the home, and that the Deposit should not be returned (See email) We could not believe this. One of the items was the issue of the trees, as stated before, we sent a Horticulturist to the property the next day, and he said that the trees needed to be sprayed, and that the cherry tree had a common disease, none of this the fault of the tenants. She also said that the A/C Unit had tipped. We had a Contractor go to the property, he said that the reason that the A/C was sloping was that it was not installed on a concrete pad, and that water had been getting under it, causing it to slope, no fault of the tenants. (see email) She also addressed the toilet?, holes, dry spots, and water damage in the basement. When the tenants first moved in, we were told that there had been a problem with water getting into the basement, and that she had tried to cover the window well, and that did not work. Within the first weeks of them moving in, they did have water in the basement, we tried to clean out the main line, but there was no blockage. Susan had her cleaning person come and vacuum out the drain as best as she could. Our maintenance person also advised putting gutters on the home, to avoid the water. Susan was aware of the water,the tenants stopped telling us about it, and just mopped it up, as Susan was not willing to pay for any additional treatment options. I told Susan repeatedly that we could not prove that these were the fault of the tenant, so we could not charge them 3900.00 (the amount of their deposit) So in our Refund we included the cost of new sod, the cleaning bill, and the patching of the holes, all of which we could legitimately prove. As a company, we pride ourselves, on being extremely ethical, and honest, and this was not something that we could agree on. I relayed this to Susan, and she said that she would not release the Deposit, and that if we did, we would be responsible. At this point I called our Attorney, and sent the emails to him. He said that if she did not want to refund the Deposit, that she would need to write to the tenants, and tell them that she was not refunding the Deposit, and then she would legally have to prove to them why she was not doing this. She emailed the tenants the next week. They were livid! This was sent on the the Company that handles the payments. I told the company what our Attorney had advised, and that they would need to respond to Susan. They have not responded. I received an email from Susan, saying that they did not respond, and we needed to move on. I again called our Attorney (this has never happened before, so we wanted to make sure that we handled it legally) After reviewing everything, he said that we should refund the Deposit, with our outline of the costs that we feel should have been deducted (See attached Deposit Refund) and tell her that you no longer work for her, and now she must prove to the tenants why she kept the Deposit I have been dragging my feet on this, for the following reason. The tenants Lease was thru August, 2012. What happens thru the next explanation was not revealed to us, until the end of Feb. The tenants called Susan about her intentions on the home, they were concerned about her selling, as was stated in the Lease. She said that she did have an offer on the home, and that there would be inspections, walk thrus, etc during the next few weeks, but if it did sell, it would not be until probably April. The tenants were very worried about this, and started looking for a new place to live. They had many people thru the home during the next weeks, and the tenants were very accommodating. They did find a new place to live, and informed me of this. I could not believe that there had been this happening. Erica phoned her Real Estate Agent, and she said that Susan had asked her not to tell us that this was going on, as the offer might not go thru. To say the least, we were surprised, embarrassed, and angry. I got a call from their Reloation Agent, telling me that they did in fact find a home, and what options did they have for breaking the Lease? On our Lease, we have a Lease Buy Out Clause, that is equal to 3 months rent. I told her that they could give 30 day notice, (they did on March 3), and then pay the 3 months rent. The Company was very upset at this, because of what had happened with the treatment of the tenants while the home was being shown, and inspected. I sent them an invoice for the 3 months rent. I have been emailing constantly to the Company for payment of the 3 months. I have spoken with many people, and some say that they will get the money paid, and others are so mad, that the Deposit was not returned, that they are saying that do not know what will happen. I was trying to get Susan her money bottom line, before I sent her the Deposit. We have sent Susan the Security Deposit in the amount of 3900$, and we will still work with the Company to get her Lease Buy Out money Returned. We will email you once we have received any amount ,if needed I hope that you can see, that not only have we handled ourselves professionally, but, have had to deal with very little communication, cooperation, respect, and now these very hurtful, and wrongful accusations, form an Owner that has a home that had been very well taken care of Pleas let me know if I need to provide any other documents of information Thank you
