Main Street Renewal LLC

Responded to the tenant directly to resolve their issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** ***

Our escalation made contact with the consumer and Mr*** just wanted his concerns to documented of the condition of the home, we advised that we would create a work order to see what we can do to repair but most of his concerns are cosmetic issuesWe are willing to work the consumer with the
issues at hand

As previously explained to the tenant, After speaking with the branch as well our Regional Property Manager and Process Management team, it has been decided that the move-out assessment is accurate and stands as isWe provided explanations for each as well as photos for the tenant's reviewHad the
tenant put in work orders for pest control issues, the running toilet that left standing water in the home, the stains in the kitchen sink and had the home been properly cleaned adjustments could have been madeThe paint may not have shown immediately but it clearly shows a difference on the wallsI apologize that we could not agree upon the final move-out charges, but our overall goal is to get the home back to company standard, and to be fair with all of our residents; past, present, and futureIf you should have any additional questions please feel free to contact usHappy to help in any way we can

Complaint: ***
I am rejecting this response because:
Regards,
*** ***i was told by *** someone will call me from the Atlanta office and give me a ETA on the refund of depositNo call as of yet

Complaint: ***
I am rejecting this response because: Still no one has contacted me regarding this situation.
Regards,
*** ***

My husband and I were interested in renting a property listed by Main Street Renewal LLC in January, The address is 3*** *** *** *** *** The house was marketed as “move in ready” and “newly renovated”My real estate agent communicated back and forth with the listing agent, Ronald G***, on my husband and I’s behalfAfter touring the property, my husband and I fell in love with the homeMy agent communicated our concerns with Ronald: #there was no kitchen faucet #there was a hole in the brick wall in the back of the yard and #my husband noticed there were no outlets/coaxial cables for the internetAfter being reassured that the house is internet ready, (we would just need a permission letter for installation from Main Street) the crumbled wall would be fixed and the faucet would be installed, we applied and got approved within two hoursI sent all the pertinent paperwork to Ronald G***’s assistantWe scheduled a walk through and move in day for 2/1/Move in day (2/1/16): I met Ronald G*** at the property (who arrived before me)I entered the home and greeted/met for the first time Ronald who had a worried look on his faceI first took a look around the kitchen and noticed three cabinet knobs missing? Not a huge deal, but definitely something that could and should have been addressed before our move in dayI asked him why there are knobs missing and he shrugged his shouldersHe just said, “they’ll fix it.” I then made my way to the garage door (right off the kitchen) and Ronald said, "don't go in there, you'll freak out." (how unprofessional) I looked at him and said, "what do you mean I'll freak out?" So we both stepped into the garage, and what I saw was unbelievable: a snapped garage door cable (about feet long) spiraled on the ground, two separate portions of collapsed ceiling (about feet by feet of drywall), visibly soaking wet drywall on the ground and some hanging drywall from the ceilingI looked up and I saw the entire foundation of the homeI asked Ronald what happened and he said that there is a leak in the roof and the ceiling collapsedHe picked up the drywall on the ground and said it was wetI asked if anyone knew about this and when it will be fixedHe didn't answer the first portion of my questionHe put his hands at waist height with his palms facing the ground and moved them up and down as he said, "they'll fix it, they'll fix it" in a very dismissive tone(again, how unprofessional and inappropriate) Mind you, the ceiling was completely intact when I viewed the home a month priorAnd now, I'm standing in a home I've already signed a one year lease with, collapsed ceilings in the garage and active leak in the roofNot to mention Ronald’s behavior, that was upsetting me furtherThe leak in the roof along with the collapsed ceilings were a huge safety concern for me and I voiced this to RonaldAgain, he was very dismissive and just said, “they will fix it.” “Who?” I asked“When?” I askedHe said the company will fix it and he doesn’t know whenHe casually informed me that the locks haven't been changed yetHe then gave me Kim B*** phone number and told me to call herHe said anything to do with the house I am to call herHe then said to talk with her about receiving a rent credit for all of the issues and inconveniences pertaining to the homeI then asked him for the permission letter for Bright house and he had forgotten itHe made a phone call to his assistant and had her quickly type up a letter of permission to email it to me(This permission letter was addressed in many phone calls prior to meeting Ronald on our move in day as my husband sometimes works from home and it is very important we have an internet connection; this is a reflection of him being disorganized and unprepared)
While I was staring at my phone waiting for the e-mail to come through, Ronald said to me, “I don’t feel good about this.” I asked what he meantHe said, "well you know all these issues with the house and the roof(How in the world do you say that to a client? Yet again, unprofessional and inappropriate.) He then gave me two garage door openers and two front door keysThere was a set of two additional keys on the kitchen counter that he could not identifyHe also gave me walk through paperwork to fill out on my own(we did not tour the entire home together) He proceeded to walk to the front door and let himself outI stood in the door way and watched him walk to his car and he told me to have a nice dayI looked at the doorbell and pressed it to see if it worked and it did notI told him the doorbell doesn't work and he said, "let Kim know." That was the extent of contact I had with Ronald G***He was absolutely uselessHe was unknowledgeable about our rental propertyHe was inhospitableHe was rudeHe carries every negative quality that I would NOT want in a sales agent/property managerHe didn't even follow up with my husband or I following our move in; we have not heard from him sinceI would never recommend him and regret doing business with himAfter Ronald G*** left, I called Kim B***I asked if she knew the situation at my home and she was awareI asked her what the plan was and she said the home would probably eventually need a new roofShe said she would be in contact with me regarding the roof issue, and in the meantime, she would send a handyman over to address the smaller issues(The missing cabinet knobs, unchanged locks, non-working doorbell, loose screens, filthy back porch and broken drywall on the ground in the garage)She said he would be over tomorrowI asked about a rent credit per Ronald G***; she said we can look into that after everything has been addressed so we can see how long everything tookWe hung up shortly afterA little while later, my husband arrived with the moving company and we got settled in with our furniture and belongingsHe was taking a look outside in the backyard and found a key in the dirtThat key was a duplicate key of our house key and it fit in our front door and was able to lock/unlock the door! We were astoundedI placed a second call to Kim expressing my frustrationI told her I feel unsafe since #the locks were never changed and #we found a key in the dirt that fit into the locks of our front doorI let her know we cannot sleep at this home tonight because we feel unsafe especially since there is a hole in the brick wall in the back of the house (facing a busy street) that anyone could have climbed through and found that key before we did and let themselves into our homeShe said she understood(we did not sleep in our home that night)
Bright House arrived at our house around 2:pmAfter assessing the home, he told us that the home is NOT internet readyHe noticed that the original coaxial outlet in the home was covered with drywall and painted over, making it blend in with the wallHe had to literally saw into the wall and build his own outletHe had to access a Bright House box on Dairy road (the main road that the back of our home faces) and run a wire all the way to our home (about ¼ mile long) because the original cables on the side of the house appeared to be cut with a scissorHe was at our home for hours that dayPaul, the Main Street Renewal handyman arrived the morning of 2/2/He addressed most of the issues, with the exception of the screen doorAs of now it still does not completely shutPaul told me he was just at this property a week ago putting in a faucet and he couldn't believe someone left the garage in this conditionHe shook his head in disbelief and apologized to me for all of thisHe was very hospitableHe took a look in the attic and confirmed there was an active leakHe was at my home for around 5-hours that dayAfter he left I called Kim and had a similar conversation I had with her the day beforeShe said the roofing company would contact me directly to set up a time where they can come to my home and assess the roofI made her fully aware of my disappointment and frustration with this home and the companyI let her know that hours of my day I could have had to unpack and relax was instead occupied with having a handyman in my home fixing all the issues that should have been addressed before I moved inA short while after Paul left, my parents came over to help me unpackMy dad was putting away my cleaning supplies in the cabinet under the kitchen sink and the entire bottom of the cabinet was covered in water and the water began coming out and dripping onto the floorThere was a leak coming from each drain pipe under the kitchen sinks (it’s one big sink split into two, with two separate drains)My dad tried tightening the top of the drains and that helped the leak, but the water still kept coming outWe cleaned up the water and placed two pots under each of the pipesMy dad then suggested we go check the other sinks in the houseSure enough, every sink in the house was leaking from it’s drain pipeHe tried tightening them all as he did in the kitchen but that did not help muchSo I placed bowls under each drainI called Kim but there was no answer; I left a messageI then called the corporate number on the Main Street Renewal website and put in a portal over the phone and explained that this is an emergency and there is potential for damageI did not hear anything for several hours and the leaks continuedI then typed my own description of the issue on the Main Street Renewal tenant portalThe service request number is That night, my husband went to take a shower in the guest bathroomFor starters, every single *** controlling water in the shower was not properly screwed inThey were the wrong size and kept falling offThen, the 'hot' water *** kept turning and turningIt would not provide any source of waterOnly the cold water *** workedI tried calling Kim B*** but she did not answer, so I placed a work order on the Main Street Renewal resident portalThe claim # was ***Afterwards, my husband and I played with the knobs for around minutes, twisting and twisting them until finally, a gigantic surge of water gushed out of the bathtub spoutThe water that came out was full of sand and dirtWe ran the water for about minutes until it was clearMy husband took his shower and turned the water off when he was throughBut the water would not shut off! There was a small, constant stream of water running from the bathtub spout and would not turn off despite how tight he turned the knobsI placed another work order through the Main Street Renewal resident portalThe claim # was ***
I rec’d an e-mail the next morning, (2/3/16) confirming that the company has rec’d my request regarding the leaky sinks and that the tasks would be assigned to someone or I can call to make an appointment myself So I called to schedule an appointment and they told me the earliest was tomorrow, (2/4/16) at 1:I hung up and called Kim and explained that this is an emergency and that the water from the kitchen pipe is leaking so much even though we are not using the faucetShe said she would send Paul over today, (2/3/16) at 1:Paul arrived that day and was able to use plumbers putty to fix the leaks in all three sinksHe was not able to fix the knobs in the shower or stop the leak from the bathtub spoutHe explained that the valves needed to be replaced He explained that they don’t test the water after renovating the house and he wishes they wouldHe was at my home for approximately hoursI then called Kim and explained that this is very concerning to me as all this water leaking will be on my water billShe said she would send a new vendor over tomorrow and they would be contacting me to arrange a time to come byThe next day, (2/4/16) my husband opened the cabinet under the sink in the guest bathroom to reach for his toothpaste and noticed that there was still a water leak coming from the drain pipeHe tried tightening the pipe and that helped a little but there was still water dripping out, so I placed a bowl underneathAt around 10:am, I was contacted by a man named Eric that worked for Brevard Water Solutions asking if he could come by and take a look at my shower leakHe arrived around 11:am with another man named AnthonyWhen they arrived, they took a look at the shower and explained they had to turn the water off to the entire houseThey were at my home for approximately hours(The entire time in which I had no water supply) They were in and out of my home times making trips to hardware stores and unfortunately were not able to fix the issueThey also looked at the sink in the guest bathroom but was unsuccessful in fixing that issueThey relayed this information to Kim during a phone call while they were still at my homeEric said the exact same thing that Paul said to me the day before, that they don’t test the water after renovating these homes and there’s always an issue that he has come in after and fixThey left shortly afterSo after they left I called KimWe spoke for a few minutes discussing my concern that there is still a leak coming from both the guest bathroom sink and tubAt 6:pm, a man named Dave from Home Star arrived at my homeHe was able to fix the leak in the sink by changing the gasket and adding a ring of plumber’s puttyHe took a look at the shower and explained he would be able to replace the valve but not today(So my leaking bathtub spout would continue until this was addressed) He explained he would have to go through the other end of the wall to replace the valves in the shower and instructed me not to use the shower until it was fixed (which we weren’t anyway, the knobs weren’t screwed in!)He as well repeated the same thing that Paul and Eric had already told me; that the water isn’t turned on before tenants move in after a renovation to assess for issues like the ones I am facingHe said he’s always cleaning up after the renovatorsHe explained to me that they are given deadline dates and that they are rushedHe left shortly afterThe next day, (Friday, 2/5/16) I was contacted by Dave’s manager from the Home Star corporate office in GeorgiaShe said her name was Ash***We were in contact the next couple of days and arranged for Dave to make a second trip to my home to fix the valves for the following Thursday, 2/11/between & pmOver the weekend, my husband and I cooked for the first time in our new kitchen and when we went to load the dishwasher, it almost collapsed to the ground because it was not mounted in properlyHe took photos and attached them to a work order he placed on the Main Street Renewal tenant portalIn addition, the caulk in the master bath tub started coming off in large chunks; he placed another work order for this issueOn Monday, 2/8/16, I called Kim to touch base and inquired about the status of my roofShe said she had not heard from anyone yet and would send me an update when she doesI asked her if she was aware of the two work orders placed over the weekend by my husband and she said she was notShe set up an appointment for Paul to come by Thursday, 2/11/at 11:On Thursday, 2/11/Paul came by but unfortunately was unable to fix the garageAt around 11:am, Dave from Home Star arrivedHe got started on the valve replacement in the guest bathroomHe had to turn off the water power while he workedHe was at my home for hours(So hours without water) He fixed the valve, replaced the knobs and the bathtub spout(This was an extremely noisy process) He re-attached the snapped garage cable to the program box and got my garage door opener working, ensuring that it is lockedHe also correctly mounted the dishwasher so it wouldn’t collapse againNow in the midst of this day, I was in my bedroom cleaningI picked up a shirt from the ground and it was soaking wetIn fact, the entire carpeted area next to the bathroom wall was soaking wet, including the closeted area of rugI immediately told Dave and Paul and they stopped what they were doing and took a look into the wallThey said the seal in the bathtub was not attached properlyThey did what they could to fix itThey filled the bathtub with water to make sure there wasn’t any more leakage and there wasn’tI immediately placed a phone call to Kim and left a voicemail to inform her of what was going onI also sent her pictures of my wet carpet at 12:pmIt took me a full hour to soak up all the water from the carpetI used my entire stock of bath towelsWhat a nightmare of a dayOn Friday, February 12, I was contacted by a man named Victor from a roofing companyHe said he would have a crew at my house tomorrow to get started on my roofOn Saturday, February 13, the crew arrived at 8:am to begin removing the old shingles from the roofI was very happy that we were finally getting started on the process, however, very exhausted from this entire process and being woken up to the sound of hammers and drills above my headThis was my husband and I’s first day off together and the noise was an extremely stressful start of the daySo we had to leave the house for the entire day due to the immense amount of noise this process causedWhen we got home that night, our garage was filthy; full of nails, old shingles and other debrisI guess all this material had fallen through while the crew was working on pulling the shinglesIn addition, every room that had an air conditioner vent in the ceiling had debris fall through and *** on the groundEvery room had dirt, shingles and nails on the floor including inside the bathtubsThere was also a new round hole in the ceilingIt was directly above the gas heater and there were nails and other debris that had fallen on and around the gas heaterI sent a photo to Victor (the foreman of the roofing crew) and he said he was probably a weak spot in the ceilingOn Sunday, February we used our dishwasher for only the second time since being moved inAfter the cycle was complete, we opened the dishwasher door and there was about inches of water sitting at the bottom of the applianceIt would not drainSo my husband placed a work order on the tenant portalMonday, February 15: we had the new shingles for our roof deliveredWhile I was standing in front of the house, I noticed a large light on the left side of the home was turned on(A flood light) I spent hours going through every switch in the house including the circuit breaker in the garageI even went next door to our neighbor’s house to ask how they turn theirs offThey have a switch in the garage and we do notI did however notice a blank switch plate in the garage behind our washing machineMy husband placed another work orderThis light has been on since we moved in and it is a huge light bulb with a large amount of wattage(going on our electricity bill)
Tuesday, February 16: I texted Kim and asked if there is an update on when someone can come to the house to fix the non-draining dishwasher, address the flood light that we cannot figure out how to turn off and inquired about when the ceiling would be replaced/fixed since the roof should be completed tomorrow and I would like to start using my garage ASAPWednesday, February 17: the roofing crew returned and attached all the shingles on the roofWhen I returned home from work that night, I noticed a random pipe was sticking through that new hole in the ceiling that Victor originally told me was probably a weak spotThe pipe was not attached to anything and it was directly above the gas heaterI sent a picture of it to Kim the next morning at 9:am to inquireI also rec’d a phone call from Ash*** that day to set up an appointment with Dave to come to my house to address the slow leak on the side of my homeI had to text the foreman of the roofing company to see what was going on with the cleanup crew, as they left tons of junk literally on my front lawn and my drivewayWe had to park our car across the street as we did not want to risk getting a flat tire with all of the random nails on our lawn and drivewayThey left about HEAVY boxes of extra shingles, pipes, vent metal scraps, someone’s flip flops, poker chips and old shingles from the previous roof that was never cleaned upThere were also about loose nails on my drivewayHe said someone would come the next day to clean everything upThursday, February 19, 2016: I rec’d a call from Ash*** at HomestarShe said she had rec’d the work orders for the dishwasher and the flood light and Dave would be able to address those issues as well when he comes to my home on Tuesday, February between and She said he can also address the holes in the ceiling and fix themAlso on Thursday I rec’d a text from the foreman of the roofing company stating he cannot make it today and someone would be over tomorrow to clean up the messFriday, Feb 20, 2016: my kitchen started to develop a foul odor, it almost smelled like raw chicken rottingWe realized it was the water sitting at the bottom of the dishwasherWe scooped as much as we can out with drinking glasses but could not get it all(Such a horrible experience)
Someone representing the roofing company came and collected the shingles and pipes, but did not clean the old shingles off my front lawn or the nails or the poker chips, etcWe had to clean all that mess up on our own; it took my husband and I approximately two hours to clean up the debris that the roofers left behindTuesday, February 23, 2016: Dave from Home Star never cameHe just never showed upI rec’d a call from Ash*** at the corporate office @ 1:pm stating he had an emergency and he didn’t have time to make it out here todayI had specifically taken off of work today, knowing he would be at my home for a whileI rec’d a call later in the day again from Ash*** who said Dave would be available Thursday morning and I would be the first call of the day so he can allot for a large portion of his time to address my issuesSo we made the appointment for Thursday, 2/between am and amWhat a waste of my timeThursday, February 25, 2016: I had to call out of work in order to be home for when Dave arrivedThis accounts for a day of lost payHe said he didn’t have time to work on the ceiling because it takes peopleHe had to poke a hole through the gasket of the tubing attached to the dishwasher so the water could drain; he stated the contractors should have done that when they installed the applianceHe said it was an easy fix and this shouldn’t have beenHe said the renovators don’t know what they’re goingHe also had to re-route the wiring for the flood lightApparently the company who renovated the house painted over the sensor that controlled the flood lightSince it was painted over and was a dark color, the sensor always thought it was dark out so the light was always onThis was all contributing to our electric billOn Monday, March 14, a technician came while neither my husband nor I were home and started working on the brick wallI rec’d a call later that day from Katie who said they were only able to get the job half done and someone would be back on Wednesday, 3/16/Wednesday, March 16: a technician came and spent about hours at my home finishing the brick wall and worked on the ceiling in the garageHe left and didn’t say anything; he didn’t complete the jobSo my husband called Homestar and spoke to Ashlyn, who said she would locate the technician and call us right backShe never called backSo I called Homestar the next morning and asked Katie what was going on, and how unprofessional it is for the technician to just leave in the middle of the jobShe just said “we are handling it.”
On behalf of my husband and I, we firmly agree that we deserve compensation for the absolute nightmare we have been put throughI was told by Kim B*** that a $rent credit was approved by her boss for our inconveniencesWe were told it would be credited to Aprils rent, which is has not beenRegardless, two hundred dollars does not even cover one day of lost wages of work for meWe signed a contract with your company for a home that was marketed as “MOVE IN READY.” This home was not move in readyThis home had a multitude of issues that should have been addressed priorMain Street Renewal LLC’s own employees have openly stated that the home was not move in ready and that so many issues should have been addressed before we moved inTo this day we still have issues that are yet to be resolved: there are two windows that need to be replaced, one of which is cracked and one of which does not stay openIn addition, we need a new garage door router as it does not seal to the ground and allows for lizards and large insects to crawl into the garageWe went our first days without a second shower, causing immense stress on my husband and II wake up for work at 5:am and had to tip toe through my dark bedroom and into the shower every morning, trying my best not to make any noiseThe luxury of having a second bathroom in the home was a huge reason we chose this propertyWe went over days without a garage, another huge factor that played into us choosing this home to rentWe had to live through a roof replacement, again causing immense stress on my husband and I, between the noise factor and the huge mess the company left on our front lawn that we spent hours cleaning up afterTo add, until the roof was replaced, my husband and I were scared to death that at any given time a new piece of ceiling could collapse and hit us in the head or damage our furnitureWe felt very unsafe living in this home for the first month, especially when it rained which was quite frequentWhen it did rain, the garage not only became flooded with water that we had to sweep out the following day, it had an overpowering musky odor from the mildew rotting in the atticWe went days without a working dishwasherI had to call out of work three times so someone could be home while multiple handymen, contractors, renovators, water solution men, etccould be at my houseThis accounts for lost wagesThere were periods of time where I had no water supply for hours at a timeI was unable to unwind, unpack and enjoy my home the way I should haveI spent hours cleaning up messes that the handymen left behindAll of this contributed to such stress that weighed on my husband and IThis should not be; all of these issues should have been taken care of while the home was being renovatedWhy hire a crew of contractors to complete a renovation that do not do it correctly?
My husband and I are honest renters that respect our property, are neat and pay our rent not just on time, but earlyWe have the lawn serviced and have pest control for the overpowering ant hills that surround the homeFor the amount of time we have sacrificed to resolve the many issues of this property, we should be compensatedWe deserve AT LEAST one half of the first month’s rent for all of the reasons listed aboveI am going to do whatever it takes until an agreement is reached between my husband and I and the company

We have received notification of the issueThe details have been submitted to our Resident Services Team and the customer will be contacted within business days

This resident wasn’t charged for molding or fencing , majority of his deposit went to pet odor removal and landscaping due to yard not being maintained drywall repair We have compared everything listed on his move in check list and all charges are valid no additional credit will be given

All correspondence has been sent to our resident support teamThe resident will be contacted soon to communicate resolution

Working with Tenant and VP directly to resolve outstanding issue

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is satisfactory to me
Regards,
*** *** ***

Please make note that we have closed Revdex.com complaint *** for *** *** as resolved on our end per our comments below: Spoke with resident to clarify the settlement agreement that was signedDue to domestic issues we are allowing the resident Ms *** to have the lease terminated and not be charged the early termination fee as she provided paperwork from law enforcement showing her claims were legitimateThe lease is being terminated however we have to give a reasonable time frame to all parties to vacate the premises (days) After days the lease will be terminated and the walkthrough of the property will be completed to determine if any damages were done to the property to deduct from the deposit per the lease agreementAfter the move out calculations are done the deposit will be sent to the forwarding address within days however the refund check has to be in both names listed on the leaseThis will be closed on our end Thank you, *** *** Risk Management & Insurance Coordinator *** ** *** *** *** *** * *** ** *** *** [email protected] www.mainstreetrenewal.com

Our Resident Support team has contacted the Resident and communicated a resolution about our residents move in experience, however we submitted to have a courtesy carpet cleaning and other services

Run! this is the worst renting company I have ever hadfrom the day I moved in they did not care that the oven (all the way through thanksgiving, Christmas, and new years was messed up) after they promised to take some of my rent payment off for this it went to the head office in Texas and nothing happenedthe ceiling in rooms caved in due to water leaks, one by a toilet and one from the A/C unit which they left up until the day I moved outso then when I went to move out they charged me for the whole month of November when I moved out on the 4rth? and said there was nothing they could doso they got my deposit for the last month rent that I didn't live there and then charged me for outrageous things for an upchargeabsolutly terrible companyTheir online payment does not work, there office is unorganized, their rent is too high, their services never speak English or fix anything, and they don't give a crap about their tenants! I never missed one payment all year and your second year goes up $100? great rewardRun while you can they are awful!!!!! I rate them -stars

Responded to tenant directly to resolve their maintenance related issues

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and find that this resolution is unsatisfactory to me
I would like a response in hoursThey prolong of the response is unnecessary
Regards,
*** ***

Complaint: ***
I am rejecting this response because: I never seen this listing if you look at the bottom of the page this was done on 1/28/the listing that I seen was on *** and even before I signed my lease I had mentioned to *** that my boys and myself had the intentions on getting another dog and he said that was okay per say I guess since now its a different story and I had more than person go on the web site and look at this listing for me
Regards,
*** ***

Responded directly to tenant to resolve issue