Rooftop Real Estate Management, Inc.

To Whom It May Concern,
 
[redacted] was  a  tenant of ours  and  moved  out  in October.  On October 28th at 10:00 am our employee Jane conducted her move-out inspection and [redacted] was present. This is an account from our...

employee of what happened at the inspection:
 
"I  did  the  inspection  and  found  that  the  dishwasher, microwave, oven drawer, behind the fridge were not clean. The kitchen lite  cover  was full  of  bugs  and  top of cabinets  needed  to  be  checked. [redacted] told me she was mad because she had cleaned for 2 days and went out onto the patio to talk on the phone. I continued my inspection and found toilets, fan covers, doors and master tub needed cleaned.' The  drip  pans  needed  replaced as well  as  furnace  filter. One clear vanity bulb was broken in socket.
 
On  the  maintenance  side, I  found  the  paint  touch-up did not match. Some  nail holes  needed  filled. Front  door needed painted and  back  bedroom  door. I  asked maintenance to refinish some cabinets  and  to check one door for damage  that  had been broken off  and  glued  back  together. Moving boxes  and  paper were left  and I asked  they  be hauled off."
 
All  of  this was shared  with [redacted] during  the   inspection. She   got  upset  and  claimed the apartment  was  dirty  when  she moved in. We  give   all  of  our  tenants  the opportunity to fill out  a  report when they move in  so  they  won't  be  charged anything upon move-out that was wrong to begin with. We  give  them a  full month to do so  and  clearly state in the lease that if  this  is  not returned we assume  the  property to be  in White Glove Checklist condition, [redacted] did  not  take advantage  of this opportunity. I've  attached  a  copy  of  the  white  glove  checklist, the  notes  that  were  taken during the inspection, a  copy of her lease that outlines this policy.
 
If during the course of an inspection things come up that will take additional time it is our policy that the inspection is final as to not interfere with the timeline we have to get units ready to re-rent. If  we had  to come back multiple times to re-inspect and give tenants more chances it would create chaos and the line has to be drawn somewhere. Which is why we give our tenants very clear instructions of what needs to happen during move out with the white-glove checklist that is given upon move-in and move-out.
 
We appreciate [redacted] effort to have a painting company fix the nail holes she created as the checklist requires, however the paint they used clearly did not match and that had to be fixed. [redacted] called our office unhappy on 12/1 about the amount of her deposit that was returned. Our employee Amy tried to go through the charges with [redacted] but [redacted] hung up on her when she tried to tell her what the charges were for. She then emailed us on December [redacted], we again let her know what was cleaned, how long the cleaning people charged us for, the maintenance items that were done and about the door charge from KVO (which our person told her she was checking on) and she accused us of lying. She then submitted an online review which we responded to again with the items she had been charged for. KVO can verify the repair, we've also attached the receipt for that. All of our maintenance people and cleaning people can verify the state of the apartment if she would like. I am sorry she is upset, we don't doubt that she worked hard to clean it but we very clearly laid out our expectations of what needed to be done and those items weren't done. She did receive $176.00 back of her $600 deposit. $110 is automatically held out for carpet cleaning and detailed in the lease. If tenants have disputes about deposits, we are always willing to work with them if they remain calm and rational and we explain it all to them and can usually come to an agreement. We feel we have been very fair and detailed all the charges and will not be returning any more money.
 
Sincerely,
 
Chandler D**

[redacted]DOCUMENT ATTACHED[redacted] did rent from us starting July 30th, 2013 until she gave us a written notice to move out April 15th 2016. She did return the property condition report back to us in a timely manner. This report gives the tenants a chance to list any items they don't want to be...

responsible for when they move out. The items listed on the condition report referred to cosmetic items such as hall door sticks, blind on patio door doesn't open correctly, oven burner doesn't work all the time, etc., etc. The items on the report did not mention anything pertaining to cleanliness and [redacted] wasn't charged for anything on her condition report.We notified [redacted] of the inspection scheduled for April 181h @ 11:OOAM and we suggest that the tenant be at the inspection . This gives us a chance to show tenants what we see and what still needs completed. I understand people get busy and why they may not make it to the inspection but this is the appropriate time to discuss property condition. We would have been happy to schedule a different time to accommodate her schedule but this wasn't requested.We have the opinion of Jane that inspected and also the opinions of our cleaner and maintenance personel that the items we cleaned were needed.Because of these reasons I feel we were sensible and accurate in the charge