Mento Real Estate Servies, Inc.

I've had a contract with [redacted] Mento for her to manage my townhome while I live half-way across the country. She kept detailed records of expenses until January 2014. I didn't realize that she was slacking until I was working on tax information and discovered my expenses were double the norm and I had no idea why. On February 3, 2015 I requested the descriptions of expenses going back to January 2014 so that I would have a complete record and be confident that nothing untoward is happening. Eight weeks later, she still has failed to provide a proper expense report--on a year where expenses just happened to be twice the normal annual costs. Additionally, she promised me photos of my property but only provided the most blurry and random shots of nothing that seemed to matter (ie, random corner in a room rather than something damaged or the entire room). She has no difficulty taking her management fees, but cannot seem to be roused to provide the services for which I am paying her. Yes, management fees include providing the property owner with a properly detailed expense report in a timely manner. Eight weeks is grossly unacceptable, and any more taking of managerial fees without providing expected information that should be given anyway is just plain theft.Product_Or_Service: property managementDesired SettlementProvide the property owner with a properly detailed expense report and clear photos of the property as expected without taking any April management fees until complete information is provided. Any management fees taken since the request (Feb 3) without doing so is considered theft by the property owner. If such terms are unacceptable, she must transfer the management of the property to a management company capable of and willing to provide proper service, without taking April management fees.Business Response In response to the complaint I have received:I have always tried to provide good service to all my owners and tenants and I am sorry this owner feels they received sub-par service. I immediately go to each unit after a major storm to access if there are any damages. Last year I spent July 4th and July 5th inspecting units including this one for damages and sent the owner notice there was no visible damageI sent the owner her Year-end Statement of expenses along with her 1099 in January. It was returned as the owner had moved. Once I had the new address I sent the Year-End Statement and her 1099 to the new address.Since the complaint, I have taken the following steps to provide the owner the information that was requested. I have sent several emails to the owner and have not received a reply. I have also tried to call with no response from the owner. I receive a message the owner is not accepting calls at this time.I have emailed the owner a detailed list of expenses including repairs of the heat pump unit that was required in January and February 2014. The first repair was $115.72 and the second replaced the blower motor at a cost of $653.00. These repairs were required as it was winter and were therefore emergency repairs. A monthly statement was sent to the owner showing those repairs. A leak under the kitchen sink was repaired in August at a cost of $48.00 and a garage door sensor was repaired in November at a cost of $127.70. These were the only expenses to the property except the monthly HOA Fees which were paid every month. Each month a statement was sent to the owner. I did a preview of the home in February and told the owner I hit the blur feature on my camera and told her I would take new pictures. I sent her the pictures that were clear along with the blurred ones. These were the pictures she complained about. Unfortunately, the tenant is a single military person with a minor child and the tenant was sent on TAD orders and had left a new babysitter taking care of her child. When I called the tenant to come take new pictures I was requested to wait till the tenant returned as the new babysitter did not know me and a minor child was involved. I respected the tenant's request not to go in the unit until the tenant returned. I of course, would have entered the unit under an emergency situation. This did cause a delay in getting new pictures to the owner and I had emailed the owner of the delay.I did send the owner 54 new pictures as soon as I was able to access the interior of the unit along with a list of items that needed addressed and items that had already been addressed. I also rebated the owner back February, March and April's management fees for the delay which I deposited into the owner's bank account this month. I have sent the owner the monthly statement showing this rebate.I would like to continue working with this owner and would strive to improve our relationship. very truly yours,Broker/OwnerMento Real Estate Services, Inc.[redacted] Office