Lewis Retail, Inc.

In response to the complaint you have received in regards to the property we had managed for [redacted] M [redacted]. We started managing this property in March, 2014 and had found a tenant for the upper unit right away who moved in April 11, 2014. Our screening processes for new prospects are not...

entirely based on credit scores, as prospects for low to moderate income properties don't always have high credit scores. We base our criteria more on previous rental history, criminal background, evictions, and income source to pay the rent. This particular tenant had a problem with the local electric and water utility where they would not switch the utility over to their name. They had rest assured us this problem would be resolved and it never was. In addition, they only paid a portion of the utilities they did use. To make matters worse, they chose to skip out on the property, leaving past due rent and unpaid utility bills. Each month during their tenancy they were sent eviction notices and statements attempting to get this paid even though they did pay their rent as agreed. The next step would have been to file for damages. The lower unit was very much in need of extensive repairs, cleaning, and just an overall complete refurbishment. We had received approvals to get started on the renovation and the service we hired gave us estimates of the cost to get this unit back to rentable condition. This service we hired had a few employee issues during the work that did cause a few delays, which the owner was aware of and the cost overruns were due to more problems being found after the work had started. To avoid any more cost overruns, my wife and I spent 2 full days at the property getting it ready for a new tenant and we did not charge the owner anything for that time. The additional repairs the owner had noted were due to service calls from the tenants relating to everything from a boiler not working, water heaters not working, water leaks, stairwell issues, dishwasher not working, and many smaller items. Many of these items were mentioned to the owner and several occurred in times when it was not possible to get approval from the owner for the repair. Some of the smaller items were addressed when maintenance people were at the property. The stairwell was approved for work from the owner and was waiting approval from a contractor to be completed. There was no cost overrun on that job.We were able to find a very reliable tenant for the lower unit in July, 2014 and they moved in September 1st, 2014. Besides having problems with much of the apartment and many smaller items, the tenant has been content with their apartment.We have agreed not to charge the owner for any outstanding bills and to close their account as this relationship got off to a tough start and never got much better. We attempted to get this property in the best condition we could and we do understand that managing properties can sometimes be difficult. When in business, as much as we try, it isn't always easy to make everyone happy. Sincerely,[redacted]Independence Maintenance & Repair LLC###-###-####

Complaint: [redacted]
I am rejecting this response because:
It resolves nothing yet.
Sincerely,
[redacted]

I have received and am investigating the complaint received.  I have spoken with the complainant and her husband.  I have also spoken with my store manager, Scott D[redacted].  I am currently preparing a formal written response, which you will receive no later than April 14. Thank...

you,Laura L[redacted]

Complaint: [redacted]
I am rejecting this response because:I think that your technicians should know that you do not need a pass code to test a camera or the home button. These components can be used with out the pass code. They worked when we took it in to have the screen replaced. They did not work when we got it back. I just want it returned to it's original condition. I understand about transferring pics and music. Her I-pod is personally engraved with her name on it. I want to keep this one, not replace it with some used i-pod. I have no problem paying for the new screen as that was what the repair was originally about. I'm frustrated that it can not just be fixed.
Sincerely,
[redacted]