L B W Technologies, LLC

Please close this ticket as AAA has resolved the complaint and paid for the damages. Thank you for your help as I believe that I would not have gotten a response without Revdex.com contacting them on my behalf Sincerely, ** ***

Mr*** contacted David G***, Group Manager, Automotive Services via email regarding the status of his complaint on Tuesday, December 5thMrG*** responded to Mr***’s email on 12/and asked Mr*** to send him a copy of his vehicle repair invoice so we could possibly expedite
the resolution to his damage claimOn Thursday, 12/Mr*** responded to MrG***’s email thanking him and attached his repair receipt(s)MrG*** then tasked our member relations department to reimburse Mr*** in full for $as requestedThe check should be received by the member no later than 12/

Our Publications staff has spoken to the post office, the member herself, as well as the employee at the HI office who has been sending the magazines to the member via first class. We are following this record through our data process, in order to confirm it is getting
processed and into the mail-stream properly. Sending the magazine manually in an envelope is the current process to help ensure the postal service will deliver as periodicals are sent using periodical rates and the postal service controls delivery of such items

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Regards,
*** *** Most of the dates are incorrect and most of the information is incorrect Please inform Ms that I keep all emails sent and received so be careful of the information she chooses to give you I complained to an employee that seems to no longer work there when I first moved in about the floor This bathroom is used all of the time as it is connected to my bedroom and the other one is at the other end of the house The floor has been sagging since before I moved in I was unaware of any leak and as stated by the people that repaired it " the leak had been there a very long time" I will be happy to get a statement from the former tenants and from the people that repaired the damage I am the one that found a leak after two different plumbers were sent to find one and could not I reported this May not June The offer of lease termination was not rejected but before I can leave I must find a place to go Of course this comes with a fee which I am not willing to pay after all of the hassle I have been thru Three mice were killed in the snap trap I have pictures of the mouse damage I also have many pictures of the condition the house was in when I moved in This company never returns my calls and only returns my emails after I have sent them more than once In some cases I have to send the emails several times to get a response As a small exampleI sent an email as to the water heater not operating properly and two weeks later it still was not fixed I sent it again before it got repaired Please also note that I waited almost two months before they called the exterminator I also have proof of this because I took a picture of the work order and it has the date they set up the exterminator to come to my house I complained about the mice on June 22, almost two weeks to the day the exterminator came to look at the house No work was performed and the next time they called the exterminator was Aug I had about emails asking them to get an exterminator out to my house There are other examples I can give of other things but as I can tell from their response they are not good people to do business with and I am tired of the lies. *** ***

I am sending this response in reference to ID ***. CW Francis Real Estate has been an accredited member of the Revdex.com since 1942. We share in the vision and mission set forth by the Revdex.com. We strive to promptly resolve any issues that may arise. We have been working
diligently to resolve the issue at hand; however, we are open to any suggestions that you may have We do not agree with the complaint. We feel like there have been accusations. We are a relatively small businessWe do not employ any maintenance persons within our business. We do have many great and trusted contractors which we regularly use. The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further. I was not out of work for days for my cat. This incident was unfortunately coming off of a holiday weekend. I missed one day of scheduled work. It seems they feel like we are trying to do the minimal, which is quite contrary to the truth. If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it. It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly. We want to get it repaired correctly so that there are no future issues. Here is the timeline of events: Wednesday, April 6, 2016- The Tenant was shown the lower unit of this building. This apartment was recently renovated and ready for move-in Friday, April 8, 2016- Tenant submitted an application. Tenant inquired on the upper unit. We explained that it was vacant but not for rent. The upper unit was not renovated and was not yet scheduled for such work. It could be a couple of months to get all of the contractors. Tenant insisted that she would wait. She was not in a lease and was currently living with her mother so there was no rush. She absolutely wanted that apartment building and wanted the upstairs. We reluctantly agreed Tuesday, April 13, 2016- After approval of the application, we contacted a Maintenance Contractor to schedule renovation of the upper unit and contacted a contractor for the tub to be refinished Wednesday, April 20, 2016- Tub Contractor refinished the tub. We contacted the Maintenance Contractor to inform of progress. We contacted a Contractor to refinish hard wood floors Wednesday April 27, 2016- Maintenance Contractor cleaned out the apartment in preparation for the hardwood floors to be refinished Thursday, May 5, 2016- Contractor refinished all of the hardwood floors. We were advised not to walk on it until at least Monday, May 9, Tuesday, May 10, 2016- Maintenance Contractor started painting and measured for kitchen cabinets, new sink, and faucet Friday, May 13, 2016-May 15, 2016- Maintenance Contractor installed all new cabinetry, kitchen sink, faucet, and new bathroom sink Monday, May 16, 2016- Maintenance contractor informed that while installing the new sink, the bathroom floor looked bad. He would fix it putting in new vinyl. Spoke with Tenant and informed that she could move in May 20th or whenever she was ready Friday, May 27, 2016- Tenant signed lease and moved into the apartment. Tenant called because she could not get the window AC to work. I went after closing to see if we could get it going before the holiday weekend. If not, we would have a better idea if it was an electrical issue or if it would need a new unit. The AC started working Friday, June 3, 2016- Tenant filled out the moinspection. The only mention of a floor issue was that the bath vinyl was not glued down Tuesday, June 14, 2016- Tenant called and reported a few maintenance issues including that the apartment door was dragging on the newly finished hardwoodWe contacted the Maintenance Contractor Thursday, June 16, 2016- Maintenance Contractor repaired issues. The Contractor leveled the door using a shim. The Contractor also left his number and told the Tenant to call if anything continued to be an issue Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit. It was not dripping, just forming a bubble. We informed Tenant that we needed to have a plumber see if there was water possibly causing this. We contacted the Plumber and they could work us in for the next morning, June 28th. We notified Tenant that the Plumber would be out Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit. We were advised to keep watch on it and see if the bubble got worse, indicating another water issue. Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units. The Tenant was present and we told the Tenant that we asked the lower unit to inform us should the bubble get worse. We needed to be sure that the leak had been taken care of and then we would schedule to have the floor repaired. If it was all resolved, the owner wished to have the Maintenance guy come back to repair the floor and complete the vinyl job correctly. We also informed the lower Tenant that we would repair the ceiling, but needed to first be sure that the leak had been repairedThe upper Tenant pointed out the door hinge to usThe owner agreed that it was just a shim to level the door. It did seem to need further adjustment and the Maintenance Contractor would do this June 29, 2016- Contacted the Maintenance Contractor for a list of minor repairs at the whole property. He was booked and said would get to it asapHe had the Tenants information Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress. As we were closing, we stayed afterhours to return the call as it sounded urgent. I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger. I asked if it was dripping, when it was noticed, and such relevant questions to relay to the Plumber. I was told that they left a message for me. I informed them that we were closed for the holiday on the 4th and I was out on the 5th. I had no messages from either apartment upon returning on the 6thAs we keep a running record of our messages. This was the first that I was hearing of this issue and we would take care of it. I contacted the Plumber to inform them of this issue. I then contacted the Maintenance Contractor to see when it would be worked in. He apologized that he was behind due to missed time from work after the holiday for a personal emergency. He contacted the Tenant and set an appointment after hours at 7pm on that Friday, July 8, Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site. A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit. I had already made contact with the contractor and was waiting to hear from them. As soon as I heard from them, I would let them know. The Plumber later notified me that the earliest they could work it in was the upcoming Monday. I conferred with the owner and we set the date for the following Monday. We notified both upper and lower Tenants. The Maintenance Contractor completed the list of items as scheduled and again left his number for any issues Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks. He informed me that when he cut into it, there was an old plaster ceiling above it. We were unaware of this issue and did not know when the drywall ceiling would have been placed there. The previous Tenants never had any issues with a leak. The Plumber also found that this was not a plumbing issue, there were no leaks. The water that was leaking was from water getting outside of the tub when the upper Tenant used the shower. The accumulation of water on the floor had soaked through the subfloor. This was not a fix that can be done easily and we needed a separate contractor for this issue Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016. Tenants did not have to be present; we could release a key in their absence. Tenants said that someone would be home Wednesday, July 13, 2016- Construction Contractor went out to the property. They only needed to check the upper unit. They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through. Then we could repair the ceiling for the lower unit Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pmI checked my email. I saw that one of the Tenants from the lower unit had sent an email at 3:pmstating that the hole was open and they could see all of the pipes. I called a Maintenance Contractor to see if they could go by there ASAP. I tried to call one of the lower Tenants and did not get an answer. I gave the contractor the information as well. I responded via email to the other upper Tenant at 4:pmexplaining that the ceiling would be repaired as soon as the floor was repaired. I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there. I was told that no one was home at that time. The Contractor tried to make contact via phone with the other Tenant and headed that way. The Tenant never responded. The upper unit Tenant was home and came out. She asked that he just leave the materials and that they would put it up. It was no problem at all that they would do it. The Contractor was reminded about the mailbox which he had taken the lock for repair Thursday, July 14, 2016- The Maintenance Contractor installed the mail lock Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed. They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install Wednesday, July 20, 2016- Contractors are trying to get to this ASAP. It is expected to be started on Monday, July 25, Again, we have made every effort to answer every complaint in a professional and timely manner. Please let me know should you have any further suggestions Thank you, *** *** Property Manager CW Francis Real Estate *** *** *** ** *** ** *** ###-###-#### Realtor Licensed in VA Equal Housing Opportunity

June 29th:
Contract Station Supervisor, Ryan R***, spoke to member about his concerns on
the phone The member, Aaron H***, explained that in April he had
received tow service through AAA and that independent contract service
provider, Aloha Roadside Service, had damaged his transmission by towing his
vehicle incorrectly. The member did not have any documentation in the
form of estimates, invoices, etc., to provide AAA Hawaii at that
time. AAA representative Ryan R*** advised the member he would
need to get his car diagnosed by a licensed repair facility of his choosing,
and send in his estimate to help with the investigation. July 5th: Aaron
H*** emailed AAA representative Ryan R*** a PDF from Lex Brodies Tire and
Auto indicating that the vehicle need to have an electric coupling assembly and
differential carrier assembly replaced. July 9th:
AAA representative Ryan R*** contacted the member via email and advised him
that AAA could process a refund to him for the labor charges associated with
getting his car diagnosed as well as the full amount required to fix his
vehicle according to the estimate he provided AAA on July 5th.
The member was also advised that before the pending funds were released to him
that he sign a full settlement agreement to not hold AAA and/or Aloha Roadside
assistance for additional repairs associated with the incident back in
April. July 10th: The
member responded via email explaining he would be more comfortable with not
signing a full settlement release until the repairs were completed at Lex
Brodies Tire & Auto. AAA representative Ryan R*** replied on July
10th advising the member that AAA would be able to reimburse him in
full if he was able to pay for the repairs and send in the invoice upon
completion. July 21st: AAA
received Revdex.com complaint from MrH***. July 21st: AAA
representative Ryan R*** contacted the member via email and explained that
AAA was under the impression that he was getting his car repaired as there had
been no further contact from MrH*** since a refund was offered July 10th
MrH*** responded and explained he wanted AAA to handle this matter as
if it were an insurance claim direct with Lex Brodies Tire & Repair.
AAA representative Ryan R*** explained that he would see what he could do
even though this request is outside of standard operating procedure for the
company. July 23rd: AAA
representative contacted MrH*** via email and advised that Lex Brodies Tire
& Auto would be able to accept a check from AAA in advance to set up his
repairs. It was explained further that this solves his concern regarding
not paying out of pocket, however it may take 7-business days to process a
check for repairs. MrH*** was reminded that if he needed to expedite
his repairs he always could pay Lex Brodie’s up front and seek reimbursement as
offered on July 10th. MrH*** has not responded. July 27th: Lex
Brodies provided AAA Hawaii an invoice for repairing MrH***’s car.
Although AAA Hawaii has not heard back from MrH*** since July 21st,
they are going ahead and processing a check to Lex Brodies for
repairs. AAA Hawaii is waiting on check for repairs and contact
from MrH***. August 5th: AAA
representative Ryan R*** contacted MrH*** via email to explain that we
had received the repair invoice from Lex Brodies on 7/and it generally takes
10-business days to process a check from our accounting department in
CA. It was explained to MrH*** that it had been business days
and that we would contact him back as soon as Lex Brodie’s received the check. August 11th:
AAA representative Ryan R*** contacted MrH*** and advised that the check
has been received by Lex Brodies and that a representative from Lex Brodies
will be following up with him shortly to schedule the necessary repairs on his
vehicle. August 22th:
Lex Brodies contacted AAA representative Ryan R*** and advised him that they
had had MrH***’s car for a couple of weeks and they are still waiting on
parts. August 24th:
AAA representative Ryan R*** contacted MrH*** via email and advised him
that we have received an 8/nquiry from Revdex.com in regards to his problem not
being resolved. Ryan R*** advised MrH*** if he needs to rent a car
for the duration of the repairs that he could submit a receipt to him and seek
reimbursement. Moreover, reminded MrH*** that he would be reimbursed
for the $expense of getting his car diagnosed by Lex Brodies from July 5th
once the repairs are finished with any other invoices that are pending to be
reimbursed, such as car rental and/or additional repairs. MrH*** has
since not responded as of 9/1. September 24th:
ON 9/AAA Hawaii received a Revdex.com inquiry from MrH*** that AAA Hawaii did
not help with transportation while the vehicle was being repaired and also owed
him $for the original diagnostic of the vehicle. As seen above, on
8/AAA sent communication to the member about both of those issues and never
heard back from the member. In fact, AAA Hawaii has not heard back from
the member since 7/despite sending communication to him on different
occasions in August AAA Hawaii confirmed with Lex Brodies that Mr
H***’s vehicle had been repaired, and that he seemed satisfied on their
end. AAA representative Ryan R*** contacted MrH*** via email
and advised him that as a result of not hearing back from him, we can only
assume he does not have any pending rental car charges to be
reimbursed. A check for $is being processed in AAA’s
accounting department in CA and will arrive to MrH*** within business
days. Arrival of this check should leave MrH*** 100% reimbursed for
the damage caused to his vehicle

On 11/22/our member, *** ***, called in for roadside
assistance. Upon arrival, the service technician from *** ***,
attempted to jump start the member’s *** *** *** which was located in her
residential garage. Per the service technician, steam starting coming
from the
hood of the car *** *** send a second unit, this time
a tow truck, to the member’s house and loaded the vehicle from the front two
wheels (the vehicle is front wheel drive) and took it to *** *** as requested
by the member
Shortly after receiving service, the member placed a
complaint to AAA that *** *** had possibly damaged her vehicle while
rendering service. *** *** owner, *** ***, claims to have
called the member on 11/22/after receiving the complaint. He advised
the member from the information he had there were limited things that his
company could have done to cause this problem, however, advised the member that
if *** *** should diagnose there was a problem that could be associated
with the service that was provided, to contact him back so he could investigate
this matter further for her.
On 11/30/AAA Hawaii contract station supervisor, Ryan
R*** contacted *** *** owner, *** *** to follow up on the complaint.
*** explained to AAA Hawaii that he had been in contact with the member on
11/and had not heard from the member since.
On 12/AAA Hawaii contract station supervisor, Ryan R***
received word that the member had filed a complaint with the Revdex.com regarding this
matter. Ryan R*** contacted the *** ***, spoke to a service
advisor who confirmed that the steam under the hood came from a failed air
conditioning unit. The service advisor also confirmed that the air
conditioning problem would not have occurred in AAA jump starting to towing the
member’s vehicle. Moreover, AAA contacted *** ***, ASE certified
master technician, a AAA Approved Automotive Supervisor, who also confirmed
that the service rendered could not cause the damage the member is
claiming. The member also attached a receipt for a battery purchase
through AAA from 4/2/15. That battery that was replaced by *** ***
was under full replacement warranty, and the member will be receiving a full
refund in the mail of $for the cost of the AAA battery within
business days
Ryan R*** attempted to contact member twice on 12/and
left messages for the member. Further contact via phone was attempted on
12/and 12/8, and an unable to contact letter was sent on 12/

We are sending an electrician to complete the work

In reply to the response from CW Francis I have to refute getting a response in a timely fashionIn my opinion, as I have expressed to the property manager, it felt as if they were running and did not acknowledge the situation in a professional way which lead to a very bad customer service experienceEverything I stated previously was the truth and I have plenty of documents to back that upOn July 17, I emailed *** and I advised her that a big pieces of the floor had fallen out of the ceiling and that I was upset with the customer service, I did not receive a replyI waited until July 19, for a response, I never received oneI ended up having to call the Roanoke Building Code inspector whom came out and accessed the property and took picturesI advised him of the situation and he seemed to be displeased as well of the condition of the bathroomI advised him that I had not heard from anyone from CW Francis since July 13, in which someone was supposed to come out and cover the hole but stated that he could not stay until p.mbecause it was his first time getting off early and wanted to go out to eat with his family he would leave the items for us (tape and a trash bag) and that we could put it up ourselves, which was bizarre to me because I did not cut the hole into my ceilingFinally July 21, I arrived home and saw *** in the parking lot my fiancé also saw her and was going to talk to but by the time we parked and got out of our car she pulled out of the drive way and went about her wayNo acknowledging, no talking, no advising of when work would be done nothing, she just leftMy fiancé ended up calling the rental office in which her secretary advised us that she was showing properties to potential tenants, my fiancé asked for a call back*** finally calls back on July 20th and she spoke with my fiancé firstHe expressed his frustrations to her about how he felt as if we were being avoided like our problem wasn’t serious and not importantAfter seeing that the two were not communicating with each other well I took over the phone callI expressed to *** that my personal items that I spent my hard earn money on are wet and stinky, pieces of floor are coming through and falling out of the ceiling, and that my floor was soaking wet from leaking water, she then stated that she had gotten contractors that could come out on Monday July 25, to fix the upstairs tenants bathroom flooring and on Tuesday July 26, would patch up the ceilingI asked her why she could not communicate this with me this would have avoided all other measures that had to be taken due to the lack of communication from CW FrancisI also advised her that I was super displeased with the customer service and her response was “Sorry, but it will be fixed.” I waited to reply because I wanted to see the work first and yes the ceiling is covered with a paint that looks is muddy brown but the contractor said someone would come out and paint it white so I am now waiting for thatMy ENTIRE bathroom (from the tub to the sink) was covered from debris and chunks of ceiling that had fallen from the ceiling with no clean up afterwards (I also took pictures of this), which I am left to take care of that as wellI am happy that the hole is cleared up but I am not happy with the customer service experience that is something very big for me and I just felt like there were no cares in this situation but they will refute that and claim that they do but the service and action that was given I promise did not exude that
Thank You,
*** ***

In response to CW Francis, I have to disagree with the responseI don’t understand why they would say they were reluctant to give me the apartment seeing that wasn’t discussed AT ALL when the property manager advised me I could bring my deposit down to the office to secure it after being approvedI still was not satisfied with CW Francis customer service it was in fact horrible. They say that they made every effort and attempt and if that is true , the actions they conveyed did not show me at all. I feel that my apartment as well as the downstairs apartment was both ignored and it still feels that way to a certain degreeI would not make up a comment saying that the property manager was out for days because of a cat, which would be frivolous; I only knew that information because it was told to me, but that is neither here nor thereAlso, on the 13th I did not tell the maintenance man to just give me the supplies, I asked him was he going to stay until pm because I had been in communication with the downstairs tenants he advised me that no he could not stay until because it was his first night being able to get off early and he wanted to go to *** *** with his familyHe then handed me the supplies (trash bags and tape) and said I could give it to themSo what was stated in CW Francis response is definitely not the truth, and I don’t understand how she could say that seeing that she was not there when the conversation had taken placeAnyhow, on July the contractors did come out and redo the flooring I am satisfied now that the flooring is completed and they did do a great job on the floorEverything is sealed upstairs so hopefully everything will be taken care of as far as the leakIn response to making every effort in to contacting me that is not true it was getting to a point that I didn’t want to even be at the establishment anymore but what could I do? All I ask is to be respected if certain things are required from me (i.emaintaining the apartment, paying rent on time, being a respectful neighbor) I require for work to be done and calls to be returned or answer without me calling 3-times to get a responseAll in all, I am satisfied with the work but as I previously stated CW Francis has not given me a great first impression if someone would ask me if I recommended them I don’t think I could confidentlyI am glad that the work is completed and hopefully I can have my home back without different people coming in and out
Regards,
*** ***

RE: Membership Number ***Dear *** ** *** **.:AAA.comAnnual Renewal Date: February 26The Revdex.com has forwarded your complaint to AAA Hawaii regarding therecurring payments that have been deducted from your American Express Card to renewMembership Number *** ***,
on which you are listed as the adult associate.Mr***, you indicated in the email that you recently sent to AAA Hawaii, that you haddiscovered that you were being charged for a AAA Hawaii Membership that you thought hadbeen canceledYou assumed the membership had expired since you had not received anycommunication from AAA Hawaii since you and Mrs*** had moved there in January ofYou also mentioned that although you had multiple accidents, tows, and rental cars inand 2017, you had never contacted AAA for any kind of service.In researching your membership history, the records show that in February of 2015, youresponded to a "Direct Mail Offer" that had been sent in the name of *** ***Thisoffer was for $57, and you could add a second member who would be free until themembership expiration dateThe copy of the direct mail offer shows that your name wasadded as the free adult associate, and the dues were paid with an American Express CreditCardYou also chose to have the membership on Automatic Renewal, which gave you a$discount the following year.When a membership is on the "Automatic Renewal Plan" the renewal statement is mailed tothe address on record approximately days prior to the expiration date with new membershipcards enclosedThere is a notification on the top right-hand side of the renewal bill, whichalerts the member that we will be charging their credit card 10-days before their expiration dateA phone number is also provided to call in and make any changes, update the creditcard information, or cancel the "Automatic Renewal Plan", if they choose to do so.Our records do indicate that we received a change of address on May 12, 2015, to *** ***
*** *** *** ** *** *** ***; therefore, your renewal notices for2015, and 2017, and any communications were mailed to that addressWe are sorry ifyou did not receive them.The records do not show that any of the renewal bills or reminder notices, were returned to us;however, in January of 2018, your membership renewal bill that was mailed in December ofwas returned by the Postal Service due to invalid address.Regarding emergency roadside assistance, we do show that the service was used twice, oncein February of for a lockout, and again in August of for a towPer the request, yourand Mrs***'s membership was canceled on February 21, 2018, and the $renewaldues that were charged to your credit card on February 2, 2018, were credited back to yourAmerican Express Card ending in on February 26, 2018.Thank you for choosing AAA Hawaii to provide your travel and motoring needsWe hope thatwe will have the opportunity to serve you again sometime in the futureIf you have anyquestions, or if we can be of further assistance, please contact Carolyn M*** in themembership department at 877-422-2247, and she will be happy to help you.Chad Hourigan

Please see the attached document. Let me know should you have any further suggestions. Thank you

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your reference, details of the offer I reviewed appear below
Regards,
*** ***? ? Most of the dates are incorrect and most of the information is incorrect? Please inform Ms ? that I keep all emails sent and received so be careful of the information she chooses to give you? I complained to an employee that seems to no longer work there when I first moved in about the floor? This bathroom is used all of the time as it is connected to my bedroom and the other one is at the other end of the house? The floor has been sagging since before I moved in? I was unaware of any leak and as stated by the people that repaired it " the leak had been there a very long time"? I will be happy to get a statement from the former tenants and from the people that repaired the damage? I am the one that found a leak after two different plumbers were sent to find one and could not? I reported this May not June? The offer of lease termination was not rejected but before I can leave I must find a place to go? Of course this comes with a fee which I am not willing to pay after all of the hassle I have been thru? Three mice were killed in the snap trap? I have pictures of the mouse damage? I also have many pictures of the condition the house was in when I moved in? This company never returns my calls and only returns my emails after I have sent them more than once? In some cases I have to send the emails several times to get a response? As a small exampleI sent an email as to the water heater not operating properly and two weeks later it still was not fixed? I sent it again before it got repaired? Please also note that I waited almost two months before they called the exterminator? I also have proof of this because I took a picture of the work order and it has the date they set up the exterminator to come to my house? I complained about the mice on June 22, almost two weeks to the day the exterminator came to look at the house? No work was performed and the next time they called the exterminator was Aug ? I had about emails asking them to get an exterminator out to my house? There are other examples I can give of other things but as I can tell from their response they are not good people to do business with and I am tired of the lies.? *** ***?

I have reviewed the response offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint.? For your
reference, details of the offer I reviewed appear below
While I finally received my deposit days after move out, there are several statements in their responseCW never spoke to me on the phone, nor did they tell me about any specific damagesThat is why I repeatedly emailed them asking about the damagesShe never told me she didn't work at the company when I moved inShe left out the voicemail I left on 10/and received no response, so I had to email her again on 10/I replied to her email on 10/asking what repairs needed to be done, and I received no responseI emailed her a second time on 10/and someone else in the office responded a day later saying they would make some calls and see what "they could find out"Again, I didn't hear back, so I sent another emailShe never apologized for the delayShe actually sent a snarky email saying she was on vacation and then was illlI guess they don't require staff to use auto response emails for when their staff is out for two weeksThe majority of her statements are 100% and only serve to minimize my complaint and make it look as if they did provide good customer serviceI find it interesting that they would say they finally heard back from the owner on November 8, when the letter that came with my check was dated 10/and stated that the house was left in "great condition"If it was noted on 10/that it was in great condition, why would you wait until November to send my check due to "damages".? I am disappointed that they were not truthful in the situationThey had an opportunity to make it right, but chose to be dishonest to cover themselvesThe statements made in their response only strengthens my lack of respect for the companyBe honest and don't make things up when I have phone records that show they never called me and have emails that dispute what you are claiming.?
Regards,
*** ***

To whom it may concern:The issues were first brought to my attention in April ? I made a list of the items in which they wanted fixed and provided the list to a contractor that we use? He has been to the home on numerous occasions taking care of the items that were brought to our
attention? I followed up with him this week and he said that the list was completed? They have requested reimbursement for some utility bills dating back to April ? There was a slow drip in one of the faucets, which has been repaired and a small gap in the bathroom window which has also been repairedThey have requested to be reimbursed for 25% of their water, electric and gas bills for months? This percentage is extreme considering the problems? We are willing to reimburse up to $for the entire time? They have requested in excess of $? We don’t feel that these small issues warranted this type of reimbursement? They have rejected our offer of $but we don’t feel that any more than that is justified.If you have questions or comments please fell free to contact me.Thanks,*** ***Assistant Property ManagerCW Francis Real Estate###-###-#### (office)###-###-#### (cell)

I am sending this response in reference to ID ***? CW Francis Real Estate has been an accredited member of the Revdex.com since We certainly share in the vision and mission set forth by the Revdex.com? We of course aim to comply and resolve any issues that may arise? We have been
working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have? Here is the timeline of events:-The first issue with this tenant came about just after a late fee was charged for June 2015’s late rent, which was due on the 1st, was late after the 5th, and was received June 22, ? -We were then informed on that date that there was a leak in the guest bathroom and the floor was soft.? -We immediately contacted a plumber that day.? -They not only repaired a leak that had been occurring over a period of a year unreported, they also had to replace the subfloor, vinyl flooring, install a new tiled shower, faucet and drain.? -The tenant stated that it had not been a concern as that bathroom was not really uses and that is why she had not reported it.-We did not hold the tenant financially responsible.-The tenant then said they were inconvenienced by this repair and wanted to move out? -The lease agreement is through 2/29/2016.-On July 16th, we offered to allow early termination with a day notice and a termination fee equal to one month’s rent, which tenant rejected.-Tenant then complained of an odor and said we needed to send someone.-We immediately sent an exterminator to check/treat the house and treat for any issues? They found and removed a decomposing opossum from under the home, which was the source of the odor.? -On July 23rd we received an email from the tenant that mice were now an issue.-I spoke with the technician that removed the opossum and entered into a 4-week program contract to remove the mice.-As the tenant had made it known, they must be present for anyone to enter so I made sure the exterminator had the contact information.-I received an email on August 6th that no-one had been there yet, so I spoke with the exterminating supervisor and I was told they could start Monday, August 10, 2015, which I relayed to the tenant? As the tenant had previously instructed, she had to be present for anyone to enter the home, I gave the contact information again to the vendor so that they could arrange a meeting.- On August 13, exterminating technician met with someone at the property as arrangedHe left bait stations and snap traps within the home? He placed them everywhere there was any evidence or thought that mice had been.? - On a return visit on, August 20, 2015, technician saw no new evidence of mice, and switched traps around? No traps had been tripped.- August 27, technician went to check and found a note on the door that they heard mice in a particular area? He again saw that no snap traps had caught anything and the bait still had not been touched? No new evidence of mice foundHe has not found any new droppings or evidence within the home? The tech left a note for them to please call him so that they can discuss the issue and he has not received any contact to date? - There as been a little bait eaten from a bait station left outside of the home? As of now, this is the only evidence of anything; however, outside the home is not our issue.? - He is scheduled to go back for another check on 9/4/2015.Again, we have made every effort to answer every complaint in a professional and timely manner? Please let me know should you have any further suggestions.Thank You,*** ***Property ManagerCW Francis Real Estate

Dear Sir/Madam, ? I am sending this response in reference to ID ***.? CW Francis Real Estate has been an accredited member of the Revdex.com since 1942.? We share in the vision and mission set forth by the Revdex.com.? We strive promptly resolve any issues that may arise.? We have
been working diligently to resolve the issue at hand; however, we are open to any suggestions that you may have? We do not agree with the complaint.? We feel like there have been accusations.? We are a relatively small business.? We do not employ any maintenance persons within our business.? We do have many great and trusted contractors which we regularly use.? The Tenants were never told that the contractor would have to cut the floor to find the leak; instead it was that the ceiling below would have to be opened up to look further.? I was not out of work for days for my cat.? This incident was unfortunately coming off of a holiday weekend.? I missed one day of scheduled work.? It seems they feel like we are trying to do the minimal, which is quite contrary to the truth.? If we wanted to hide something or do the minimal, we could have replaced a portion of the floor and repair the ceiling without looking further into it.? It has taken time, because we are using licensed, trusted contractors to ensure that the issue is fixed properly.? We want to get it repaired correctly so that there are no future issuesHere is the timeline of events: ? Monday, June 27, 2016- We were notified of a bubble in the ceiling of a lower level unit.? It was not dripping, just forming a bubble.? We informed Tenant that we need to have a plumber to see if there is water possibly causing this.? We contacted the Plumber and they could work us in for the next morning, June 28th ? Tuesday, June 28, 2016- The Plumber replaced the toilet seal in the upper unit.? We were advised to keep watch on it and see if the bubble gets worse, indicating another water issue.? ? Tuesday, June 28, 2016- We met with the owner on site and went into both the lower and upper units.? We told the Tenant to inform us should the bubble get worse, to let us make sure that the leak has been taken care of and then we would schedule for repairs.? We also informed the upper Tenant that we would repair the floor, but needed to first be sure that the leak had been repaired? Thursday, July 7, 2016- Received a message from the upstairs Tenant that she needed to see progress.? As we were closing, we stayed afterhours to return the call as it sounded urgent.? I was informed at this time that the leak was worse and that the bubble in the downstairs bathroom was much bigger.? I asked if it was dripping when it was noticed and such relevant questions to relay to the plumber.? I was told that they left a message for me.? I informed them that we were closed for the holiday on the Monday, July 4, and I was out on the 5th.? I had no messages from either apartment upon returning on the 6th.? This is the first that I am hearing of this issue and we would take care of itI contacted the plumber to inform them of this issue.? ? Friday, July 8, 2016- I had a standing appointment with a contractor for a vacant unit on site.? A Tenant asked what I was there for and I explained that it was a separate issue not involving any other unit.? I had already made contact with the contractor and was waiting to hear from them.? As soon as I heard from them, I would let them know.? The Plumber notified me that the earliest they could work it in was the upcoming Monday.? I conferred with the owner and we set the date for the following Monday.? We notified both upper and lower Tenants? Monday, July 11, 2016- The Plumber cut into the ceiling of the lower unit to check for leaks.? He informed me that when he cut into it, there was an old plaster ceiling above it.? We were unaware of this issue and did not know when the drywall ceiling was placed there.? The previous Tenants never had any issue with a leak.? The Plumber also found that this was not a plumbing issue, there were no leaks.? The water that was leaking was from water getting outside of the tub when the upper tenant uses the shower.? The accumulation of water on the floor had soaked through the subfloor.? We needed a separate contractor for this issue ? Tuesday, July 12, 2016- Informed both upper and lower Tenants that we had a different Contractor to go and assess the work to be completed on July 13, 2016.? Tenants did not have to be present; we could release a key in their absence.? Tenants said that someone would be home? Wednesday, July 13, 2016- Construction Contractor went out to the property.? They only needed to check the upper unit.? They would have to cut away the subfloor (under the tub as well), install a new subfloor, vinyl, and seal around all edges to try to keep water from seeping through.? Then we could repair the ceiling for the lower unit? Wednesday, July 13, 2016- Returned to the office from appointments at 4:15pmI checked my email.? I saw that one of the Tenants had sent an email at 3:pmstating that the hole was open and they could see all of the pipes.? I called a Maintenance Contractor to see if they could go by there ASAP.? I tried to call one of the lower Tenants and did not get an answer.? I gave the contractor the information as well.? I responded via email to the other tenant at 4:pmexplaining that the ceiling would be repaired as soon as the floor was repaired.? I asked if anyone was home as the Maintenance Contractor was pulling off of another job to go by there.? I was told that no one was home at the time.? The Contractor tried to make contact via phone with the other Tenant and headed that way.? The Tenant never responded.? The upper unit Tenant was home and came out.? She asked that he just leave the materials and that they would put it up.? It was no problem at all that they would do it.? The Contractor had left his number should they need anything.? ? ? Tuesday, July 19, 2016- Construction Contractor informed us of the estimated cost and repair needed.? They would have to schedule with the Plumber to be there the same day to remove plumbing and re-install? Wednesday, July 20, 2016- Contractors are trying to get to this ASAP.? It is expected to be started on Monday, July 25, ? Again, we have made every effort to answer every complaint in a professional and timely manner.? Please let me know should you have any further suggestions?

Complaint: 10723811
I am rejecting this response because:  this business is lying about both the actions it ha taken and the status of this repair.  I have had NO contact via email or phone from this company since April.  I am still awaiting reembursement for the costs incurred.  Although receipts and documents have been sent to AAA and received by them, no response or funds have been received.  Currently AAA still owes me monies due for estimates on this repair.  Once those funds are received, I am prepared to move forward.  Until that point, AAA has still not fulfilled their promises or made good on fulfilling this repair. 
Sincerely,
Aaron H[redacted]

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

We are sending an electrician to complete the work.