Mike's Home Improvements

The following is our response to the December 9, complaint
filed by one of our over clients. In early June 2015, the complaining home owner requested
that we manage the renting of a vacant house she owns On June 8, 2015, one of our property managers
met with the home owner
at the house During
this meeting, the owner was informed that certain repairs and improvements had
to be made to the house before it could be rented and managed by our
company. The owner agreed to make the various
repairs and improvements as needed, which included removal of the furniture and
other personal property from the house; painting most of the wall; repairing a
door and cabinets; and, making sure that all appliances and fixtures worked. Furthermore, the owner was informed that she
had to make sure the home and yard were in good clean condition. The owner informed us that she would make
sure the property was in rentable condition. Based on the owner’s agreement to have all necessary work
completed and the owner’s strong desire to have the house rented as soon as
possible, we agreed to manage the renting of the property. After receiving the completed property
management agreement on June 18, 2015, the property manager immediately started
advertising the house for rent. On June 25,
2015, a lease agreement, with a modate of July 6, 2015, was signed by new
tenants and the property manager in our office.
Our property manager notified the owner of the new tenants and a delayed
modate was set to allow the owner additional time to get the house and
property in good condition for the relatively high rent amount of $1,a
month Our company made arrangements for
the home to be cleaned and the carpets cleaned before the modate. We also tried to assist the owner with
locating a contractor to perform all necessary repairs before July 6, 2015.On July 6, 2015, the new tenants were ready to move into
the house. They went to the house with
our company’s moHome Inspector.
The tenants were very upset because the house was not in good condition
as no repairs or work had been completed by the owner. The carpets, other flooring and drapes had non-matching
pieces due to previous repairs by owner.
There were some stains on the floors and carpet even after
cleaning. A curtain rod was broken and
cabinets were damagedThe walls had mismatching paint, the yard was overgrown
and there were signs of electrical problems. Since the lease agreement had been signed, it was necessary
for our company to make the property safe and habitable. We also had to help make other living
arrangements for the tenants, potentially at the owner’s expense, until the
house was habitable for the contracted tenants.
Our company immediately arranged for vendors to start making necessary
repairs on the property. Under Hawaii County
laws, a licensed electrician must be used to make all electrical repairs. With the knowledge of the owner and/or her
designated personal agent, the electrical and other repairs were made. Prior to the completion of all the repairs,
the original tenants decided to move into another house. These original tenants were thankful for our
company’s efforts to ready the property for them and did not ask for
reimbursement of their temporary housing expenses.When sufficient repairs were completed for the house to be
safe and habitable, our company found new tenants, who moved into the house in
late August 2015. Our company paid out approximately
$4,to make the house safe and habitable Pursuant to the terms of the property management
agreement, the portion of the $4,for repairs not immediately reimbursed to
our company by the owner was deducted from the monthly rent paid by the
replacement tenants. Therefore, the
owner did not receive any of the rental income until all the repair expenses
were reimbursed to our company It is noted that after the replacement tenants moved into
the house in late August 2015, it was found that additional repairs had to be
made. Our vendors completed the
additional repairs and we did not receive the last of the invoices from the
vendors for repairs until October 20, 2015.
Therefore, additional money had to be deducted from the owner’s rental
income in November 2015.In the Revdex.com complaint, the owner states that our company
“removed affixed property from my home without permission and they replaced it
with a much lesser item.” The item in
question was a broken ceiling fan. As
required by county laws, a licensed electrician was contracted to repair the
ceiling fan. The licensed electrician
determined that the ceiling fan could not be repaired to code and replaced it
with a new fixture. Since the ceiling
fan was broken and not repairable, the electrician removed it and disposed of
it. Because the owner expressed her
concern about lack of funds for all the repairs, the replacement fixture may
not have been as expensive as the original fixture, when it was newThe owner and her personal agents were in the house several
times when all the repairs were being made and never mentioned the desire to
keep the broken fan when it was removed from the ceiling. The owner lives in a house behind the rental
house. It is noted that one of the
problems with the management of this property is that during the six months we
have managed the property, the owner has authorized two different personal
agents to communicate with us and act on her behalf for all matters in regards
to the property and we have received conflicting instructions from the owner
and her two agents.We believe we thoroughly communicated with the owner and/or
her agents prior to incurring the expenses for the repairs. We also believe we have adequately explained
the expenses to the owner and/or her agents.
Every month, the owner is sent a cash flow statement for her
property. Copies of all expense invoices
are sent with the cash flow statement.
Since the owner and/or her agent were in the house while the repairs
were being made and after the repairs were completed, we did not think it was
necessary to send her photographs of the repairs. At this time, it would be disruptive to the
tenants to fully photograph all the repairs. We at Day-Lum Rentals and Management work very hard to
provide services for our clients and customers while still complying with
Hawaii State laws and Hawaii County codes and ordinances. We also appreciate that each owner may have a
different view as to what is an acceptable standard condition for rental
property. In this case, the owner agreed
to take care of painting the interior to improve the house and take care of
necessary repairs. She did not complete
the necessary work. Furthermore, the
legal requirement to have the house wired correctly once a licensed electrician
or licensed Real Estate agent are aware of electrical problem.In summary, we believe our company acted professionally and
in good faith in all of our actions with the property, the owner and her agents. In fact, when the problems with the first
tenant arose due to the owner’s failure to have the property in good condition,
our company did everything possible to minimize any expenses the owner would
have been legally required to pay towards the original tenants living expenses
while the house was not habitable. On several occasions before all the repairs were completed
and since that time, supervisors in our office have given the owner and/or her
agents the opportunity to cancel the 12-month property management agreement
without any penalty. The owner declined
to cancel the management contract. If
the property owner continues to be dissatisfied with our company, we are still
willing to allow the owner the opportunity to cancel the property management
agreement before the end of its term in June 2016, without penalties.Sincerely,Sheila E***

From: *** *** [mailto:***] Sent: Thursday, September 25, 1:AMTo: *** ** ***Cc: *** *** ***Subject: FW: FW: Revdex.com ComplaintPlease find below a brief explanation of ‘our side of the story’ and attached all of our
supporting documentation. According to the actual email from the complainant, she initially asked to cancel the reservation because she wanted a larger placeNow, it appears according to your report, she had the Islands mixed up. Can you please ask the complainant to provide us receipts showing that she did stay on another island during her selected time period? This will help us better understand where the problem may be Please review and let me know what you think. Mahalo, *** ***Day-Lum Rentals & Management, IncColdwell Banker Day-Lum Properties* *** *** * *** ** ***Phone *** ? Fax *** ?*** *** From: *** *** [mailto:***] Sent: Tuesday, September 16, 7:AMTo: *** ***Cc: *** *** *** ***Subject: Re: FW: Revdex.com Complaint Aloha ***,This guest filed a request with amex to obtain her deposit back after she cancelled her reservation. Attached please find supporting documents I presented to *** back in April which was reviewed by amex who then denied her return of her deposit. She also complained to *** the site sheinitially contacted me through to make the reservation. The attachment includes the *** complaint and response, communication between myself and the guest clarifying the refundpolicy as well as her request to cancel due to to her needing "a bigger place" to which I offered our available larger rental.Please let me know if you need anything further. Thank you.Mahalo,*** *** *** cell*** *** fax

The following is our response to the December 9, complaint
filed by one of our over clients. In early June 2015, the complaining home owner requested
that we manage the renting of a vacant house she owns On June 8, 2015, one of our property managers
met with the home
owner at the house During
this meeting, the owner was informed that certain repairs and improvements had
to be made to the house before it could be rented and managed by our
company. The owner agreed to make the various
repairs and improvements as needed, which included removal of the furniture and
other personal property from the house; painting most of the wall; repairing a
door and cabinets; and, making sure that all appliances and fixtures worked. Furthermore, the owner was informed that she
had to make sure the home and yard were in good clean condition. The owner informed us that she would make
sure the property was in rentable condition. Based on the owner’s agreement to have all necessary work
completed and the owner’s strong desire to have the house rented as soon as
possible, we agreed to manage the renting of the property. After receiving the completed property
management agreement on June 18, 2015, the property manager immediately started
advertising the house for rent. On June 25,
2015, a lease agreement, with a modate of July 6, 2015, was signed by new
tenants and the property manager in our office.
Our property manager notified the owner of the new tenants and a delayed
modate was set to allow the owner additional time to get the house and
property in good condition for the relatively high rent amount of $1,a
month Our company made arrangements for
the home to be cleaned and the carpets cleaned before the modate. We also tried to assist the owner with
locating a contractor to perform all necessary repairs before July 6, 2015.On July 6, 2015, the new tenants were ready to move into
the house. They went to the house with
our company’s moHome Inspector.
The tenants were very upset because the house was not in good condition
as no repairs or work had been completed by the owner. The carpets, other flooring and drapes had non-matching
pieces due to previous repairs by owner.
There were some stains on the floors and carpet even after
cleaning. A curtain rod was broken and
cabinets were damagedThe walls had mismatching paint, the yard was overgrown
and there were signs of electrical problems. Since the lease agreement had been signed, it was necessary
for our company to make the property safe and habitable. We also had to help make other living
arrangements for the tenants, potentially at the owner’s expense, until the
house was habitable for the contracted tenants.
Our company immediately arranged for vendors to start making necessary
repairs on the property. Under Hawaii County
laws, a licensed electrician must be used to make all electrical repairs. With the knowledge of the owner and/or her
designated personal agent, the electrical and other repairs were made. Prior to the completion of all the repairs,
the original tenants decided to move into another house. These original tenants were thankful for our
company’s efforts to ready the property for them and did not ask for
reimbursement of their temporary housing expenses.When sufficient repairs were completed for the house to be
safe and habitable, our company found new tenants, who moved into the house in
late August 2015. Our company paid out approximately
$4,to make the house safe and habitable Pursuant to the terms of the property management
agreement, the portion of the $4,for repairs not immediately reimbursed to
our company by the owner was deducted from the monthly rent paid by the
replacement tenants. Therefore, the
owner did not receive any of the rental income until all the repair expenses
were reimbursed to our company It is noted that after the replacement tenants moved into
the house in late August 2015, it was found that additional repairs had to be
made. Our vendors completed the
additional repairs and we did not receive the last of the invoices from the
vendors for repairs until October 20, 2015.
Therefore, additional money had to be deducted from the owner’s rental
income in November 2015.In the Revdex.com complaint, the owner states that our company
“removed affixed property from my home without permission and they replaced it
with a much lesser item.” The item in
question was a broken ceiling fan. As
required by county laws, a licensed electrician was contracted to repair the
ceiling fan. The licensed electrician
determined that the ceiling fan could not be repaired to code and replaced it
with a new fixture. Since the ceiling
fan was broken and not repairable, the electrician removed it and disposed of
it. Because the owner expressed her
concern about lack of funds for all the repairs, the replacement fixture may
not have been as expensive as the original fixture, when it was newThe owner and her personal agents were in the house several
times when all the repairs were being made and never mentioned the desire to
keep the broken fan when it was removed from the ceiling. The owner lives in a house behind the rental
house. It is noted that one of the
problems with the management of this property is that during the six months we
have managed the property, the owner has authorized two different personal
agents to communicate with us and act on her behalf for all matters in regards
to the property and we have received conflicting instructions from the owner
and her two agents.We believe we thoroughly communicated with the owner and/or
her agents prior to incurring the expenses for the repairs. We also believe we have adequately explained
the expenses to the owner and/or her agents.
Every month, the owner is sent a cash flow statement for her
property. Copies of all expense invoices
are sent with the cash flow statement.
Since the owner and/or her agent were in the house while the repairs
were being made and after the repairs were completed, we did not think it was
necessary to send her photographs of the repairs. At this time, it would be disruptive to the
tenants to fully photograph all the repairs. We at Day-Lum Rentals and Management work very hard to
provide services for our clients and customers while still complying with
Hawaii State laws and Hawaii County codes and ordinances. We also appreciate that each owner may have a
different view as to what is an acceptable standard condition for rental
property. In this case, the owner agreed
to take care of painting the interior to improve the house and take care of
necessary repairs. She did not complete
the necessary work. Furthermore, the
legal requirement to have the house wired correctly once a licensed electrician
or licensed Real Estate agent are aware of electrical problem.In summary, we believe our company acted professionally and
in good faith in all of our actions with the property, the owner and her agents. In fact, when the problems with the first
tenant arose due to the owner’s failure to have the property in good condition,
our company did everything possible to minimize any expenses the owner would
have been legally required to pay towards the original tenants living expenses
while the house was not habitable. On several occasions before all the repairs were completed
and since that time, supervisors in our office have given the owner and/or her
agents the opportunity to cancel the 12-month property management agreement
without any penalty. The owner declined
to cancel the management contract. If
the property owner continues to be dissatisfied with our company, we are still
willing to allow the owner the opportunity to cancel the property management
agreement before the end of its term in June 2016, without penalties.Sincerely,Sheila E***

(The consumer indicated he/she DID NOT accept the response from the business.)
The company should not call the deposit a REFUNDABLE DEPOSIT in any wording of the contractIt is very unclear and confusingFurthermore, we happened upon this property when we were searching *** for a rental location on MAUIit was not until after we had booked the place that a friend pointed out it was FOR THE WRONG ISLANDFor an honest mistake- the customer should NOT BE PENALIZED by LOSING $This is a terrible policy and Day Lum should be ashamed of themselves for taking advantage of unwary travelersThey had plenty of time to rebook the room, this is just a petty scam to get money you DO NOT DESERVEPlease refund us the $