Complaints

• Initial Complaint

  05/20/2022

  Complaint Type:

  Sales and Advertising Issues

  Status:

  Answered

  More info

  This rental company was managing my fathers home that he was renting ************************************************************************************************. My father passed away on 05/03/2022. We had asked the company to turn off his autopay on his account until we could go to the banks to get his accounts handled. They declined. My father was the sole lease holder on the property but his ex girlfriend was living there for the time being. After he passed she had applied to take over the lease. This company did not require her to produce a death certificate to take over the lease and then the company used my fathers security deposit as her security deposit rather than returning it to him (in the form of a check that we as his next of kin could have cashed) they were very awful at answering their phones and communicating with us and were not helpful in handling the processes after his death which is already a stressful and hard time to go through. When my dad moved into this home the property had a fridge but he had a personal one he brought with. Since the property fridge was broken at his passing we left his personal fridge with the property so they would not have to purchase a new one and yet this was completely disregarded. The lack of communication and the legality of keeping a dead persons money is disgusting and I hope that a resolution can be reached since my father passed and he was always good at paying his rent the last 4 years renting this property.

  

  Business response

  05/23/2022

  This is in response to the complaint dated 5/20/22.  We were recently notified of the passing of one of our tenants that was brought to our attention by his ex-wife, whom was previously on the original lease but then was removed from the lease 4 years ago.  It was expressed to the ex-wife that we legally cannot discuss lease terms with people not on the lease or occupants at the property.  We are very sorry for their loss, but unfortunately we dont know, have no documentation of and have not had any communication with a *************************************** that submitted the complaint. 
  Regarding the request to cancel online payments, we do not have the ability to access tenant portals as they are password protected for liability purposes and the lease was still in place.  But according to the attachments provided, they did have access to turn off any automatic payments or change payment information.  We were unable to assist as this isnt something we are even capable of completing.
  During the tenancy, we did not receive any work orders for the refrigerator.  This home is under a home warranty and any repairs would have been covered.  The tenant supplying his own refrigerator was not required nor communicated with our company.   We are limited as to what we are able to discuss with non-leaseholders as well as releasing funds again to people not associated with the lease for legal purposes.  They are more than welcome to provide additional legal documentation on releasing refundable deposits on a lease that had just been renewed.

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