Kevco Real Estate, Investments & Property Management

Thank you for allowing me time to review this responseI've thought about the process beginning to end, and while I do not believe we "stole" property (which infers we made a conscious decision to behave badly) I realize that if I had better explained the process on the front end, this confusion could have been avoidedI made an assumption, that the Complainant understood more about the process of being a landlord, and should have taken more time to provide a full overview, rather than just answer questionsI am mailing a check for $to the Complainant and hope this is an agreeable resolution Many thanks, Nicole

Complaint: [redacted] I am rejecting this response because: I dont totally reject the response I paid all of their fees but when I discovered that without my knowledge or consent, they decided payment for the water, would be included in the rental fee, it threw me into miothly loss in combo action with all the fees they were charging me I agreed that they could rekey door locks and a deadbolt but instead of rekeying them, they removed my costly locks and replaced them with cheap beat up brass licks that looked really crappy as they didn't completely fit over the opening and you could see bare wood and old paint around them, and I cannot rekey the locks without hiring a locksmith at a lot of expense I told Nicole in the beginning that they were specialty Smart locks because I can rekey them between tenants and she assured me they coukd be rekeyed But they dud not rekey, they removed mine and replaced with theirs and charged me $for stealing my specialty doorknobs and deadbolt and refusing to return mineIt would have been no problem to let me know what they were doing and at a minimum, offer to return them I do consider this theft since they took my property and refused to either return or reimburse me They justified it by saying I agreed they could rekey Yes, they couldBut not remove and keep or whatever they did with them

After reviewing the complaint, there are three issues identified:
Tenant is upset that her lease ends on 7/28/
Tenant alleges our staff has been "unwilling to work pleasantly with customers".
Tenant wishes a refund for "carpet cleaner".
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As for items #and #2, Tenant called our office today twice, and spoke to two different representatives We explained that the lease ends on 7/28/per the lease agreement which Tenant signed and agreed to abide byWe explained politely and professionally that the date on the lease cannot be extended, at which point Tenant became belligerent and spent the better part of minutes yelling at our staff on the phone; I find it unfair that our staff should be verbally abused about a clause in the lease to which Tenant agreed long ago We've received repeated phone calls about the move out date from roommates and already explained the 7/28/date on more than one occasionI'm not sure why we're receiving repeated calls about the same matter.
* see a copy of the lease document stating end date of 7/28/with Tenant's name on it (I've blocked out any other names, in respect to other parties to the contract that did not file this complaint
As for item #3, Tenant appears to be referring to a "pre-paid carpet cleaning deposit" clause of the lease Please note that Tenant did not pay a pre-paid carpet cleaning deposit The section of the lease related to carpet cleaning deposits is noted as "n/a" for their house There is nothing to refund.
* see a copy of the lease section regarding pre-paid carpet cleaning deposits.
I don't know what more to do for this Tenant The lease ends at Noon on 7/28/and tenant agreed to those terms long ago I cannot alter their contract.
Thanks you to the Revdex.com for alerting me to this complaint, and allowing me the opportunity to respond
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KEVCO

This Individual came to us for property management services, stating she had been managing the unit herself and had a bad experience with renters (eviction)The unit had been vacant following the eviction for some time; in addition we later learned her HOA was requiring her to remedy violations at
the property (tree, deck, garage door)I believe this created a great financial burden on the Individual that we realizedThere are start up costs associated with hiring professional services, which the Individual was made aware of, including water/sewer/trash being part of the rentThese stacosts tend to carry into the first two months of a new lease, for the first turn overSome of the costs included: - updating carbon monoxide and smoke detectors for compliance with state and city requirements - fixing a leaking freezer - fixing a malfunctioning dryer - cleared blocked garbage disposal - removed keyed knobs on interior doors (disallowed per the lease) - fixing windows that were not operating w/ their own hardware (a rental housing standard) - ensuring all light bulbs were in place and working at time of lease commencement - rekeying the property, including keying to our master-key system so that maintenance can gain immediate entry in case of emergencies (saving damage/costs) - securing a toilet seat that could slide from side to side - securing a toilet paper holder that feel off of the wall - fixing a faucet aerator that was spraying water in all directions, including upwards onto the wall and mirror These were basic repair needsAll said and done, the Individual spent 12% of gross rents on maintenance for the 1st two months of services (none of which would be ongoing expenses)Future maintenance costs are projected to be closer to 5%Any responsible landlord should know that maintenance costs are part of owning an investment property, and should plan accordinglyIf an Individual cannot afford to maintain the property, and meet basic housing standards, that Individual should not be involved in the property investment industryTo respond to the Individual’s specific inquiry about knobs, they were discarded when they were changed out for locks that could be keyed to our master-key system. Also, to comment on our financial authority, the Management Agreement clearly states we have authorization to approve repairs up to $per any single repairIn the end, it was evident this Individual did not have the means to provide basic maintenance response for the property/tenant, and that the Individual does not have a grasp on the responsibilities of being a landlordWe offered to terminate the contract so that the Individual could save the cost of our management fee each month

Revdex.com:
I have reviewed the response made by the business, and find that this resolution is satisfactory to me
Regards,
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Thank you for allowing me time to review this response. I've thought about the process beginning to end, and while I do not believe we "stole" property (which infers we made a conscious decision to behave badly) I realize that if I had better explained the process on the front end, this confusion could have been avoided. I made an assumption, that the Complainant understood more about the process of being a landlord, and should have taken more time to provide a full overview, rather than just answer questions. I am mailing a check for $75 to the Complainant and hope this is an agreeable resolution.  Many thanks, Nicole

Complaint: [redacted]
I am rejecting this response because:  I dont totally reject the response.  I paid all of their fees but when I discovered that without my knowledge or consent, they decided payment for the water, would be included in the rental fee, it threw me into miothly loss in combo action with all the fees they were charging me.  I agreed that they could rekey 2 door locks and a deadbolt but instead of rekeying them, they removed my costly locks and replaced them with cheap beat up brass licks that looked really crappy as they didn't completely fit over the opening and you could see bare wood and old paint around them, and I cannot rekey the locks without hiring a locksmith at a lot of expense.  I told Nicole in the beginning that they were specialty Smart locks because I can rekey them between tenants and she assured me they coukd be rekeyed.  But they dud not rekey, they removed mine  and replaced with theirs and charged me $75 for stealing my specialty doorknobs and deadbolt and refusing to return mine. It would have been no problem to let me know what they were doing and at a minimum,  offer to return them.  I do consider this theft since they took my property and refused to either return or reimburse me.  They justified it by saying I agreed they could rekey.  Yes, they could. But not remove and keep or whatever they did with them.