Complaints

• Initial Complaint

  07/13/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I am currently trying to get Mid Florida Management to fix the billing statement. They are charging $115 management fee$30 pest$30 AC/general maintenance. I was able to have them remove a cleaning charge because it was never cleaned. My property was also not serviced because I stayed in my place to witness whether or not someone would stop by. For example, fire extinguishers were supposed to be checked and it never happened. It was a last minute notification to the places they service but mine was never completed and I was not notified of when they would actually arrive. I ended up staying longer at my condo past the time I told them just to see if they would arrive later than the notification. Since we terminated the company, we changed the door lock so if someone needed access, they would have to ask. We only had one attempt on our door and no notification. I am ok paying fees but this company has not provided the services they charged me for. I would simply like a credit for the items above instead of their service since their contract has been terminated.

  

  Business response

  08/08/2023

  
  First, I apologize as this is the first time, I’ve had a complaint since I started my business nearly 10-years ago and I was not aware that the system would time out after 30 mins and not post my response.  I did this originally 7 days ago, but it did take me more than 30 minutes to type it out and it obviously didn’t post.  Here is my resubmitted response.
  
   
  
  The customer provided Mid-Florida Home Management with a written notice of termination of her agreement on Saturday, May 6, 2023, at 9:35 PM. Per the property management agreement she is required to provide a 60-day advance notice of termination. That effectively made the termination date July 6, 2023, however, at the customer’s request, we decided to back that date up to June 30, 2023.  We like to work with customers whenever possible. However, we do need the advance notice to complete cancellation paperwork of licensing, taxes, and administrative prior to the termination date. 
  
   
  
  Please note that we saved the customer money by not keeping the termination date of July 6, 2023, and prorating services which is our standard operating procedure. 
  
   
  
  As per the agreement, we remain her property manager for 60 days and our normal services are still rendered. Part of the dispute that the customer has is in reference to these fees. A management fee which was charged for the remaining two months along with a pest control fee and an AC filter and general maintenance charge.  These charges are still applicable while we are the Property Manager of the property and services are still rendered (or in this case attempted but not completed due to the actions of the customer). They were applied for the month of May and June 2023 which was within the 60-day termination period. See below of the governing section of the Property Management Agreement for this requirement:
  
   
  
            “2. Term and Termination of Agreement
  
  a) This Agreement shall commence on the Effective Date, or the first day in which PROPERTY
  
  has been fully furnished and is available to be occupied by a Guest. The Agreement shall
  
  remain in effect for a period of one-year (“Initial Term”) and will automatically renew for a
  
  period of thirty (30) days (“Renewal Terms”) thereafter unless terminated by either party. without cause upon at least sixty (60) days written notice. Such termination notification shall
  
  be by email and MANAGER will send an email response notifying OWNER of receipt of such
  
  written electronic communication.
  
   
  
  b) Upon termination of this Agreement, MANAGER shall prepare a final statement of account
  
  and may hold all of OWNER’s funds for a 60-day period past the termination date to ensure
  
  that all costs and expenses related to PROPERTY have been processed.”
  
   
  
  As you can see by the attached email thread, all requirements were met in accordance with the governing section regarding the notice of termination. 
  
   
  
  The property management fee is the fee that is charged for our general services. There isn’t one thing specifically that the customer gets out of this as we do a lot for them. That includes being their local point of contact for the government entities, local businesses, and guests among other services. See below of the governing section of the agreement for this service:
  
   
  
            “4. Property Management Services & Manager Responsibilities
  
  a) The Monthly Management Fee covers certain Services to be expected and are described
  
  throughout this Agreement and is summarized below.
  
  - Customer Service and Support for all Guests are provided 24/7/365
  
  - Emergencies are responded to 24/7/365
  
  - Disruption of any Utility Service is resolved immediately
  
  - Prompt Sales and Tourist Tax Payments
  
  - Monthly and Annual Statements
  
  - Facilitate License Payment and Renewal
  
  - Online Portal to Manage OWNER Bookings
  
  - Coordinate Post-Departure Cleaning Service
  
  - Administer the payment of expenses for repair and maintenance of PROPERTY,
  
  except as otherwise specifically required of OWNER
  
  - Advertising, Marketing, Listing and Promotion of PROPERTY
  
  - Electronic Door Lock Portal access
  
  - Provide additional services as may be set forth elsewhere in this Agreement
  
  The Management Fee does not cover the costs to MANAGER to maintain, repair or replace.
  
  the following items, and accordingly, the cost shall be the sole financial responsibility of
  
  OWNER: Furniture Items, Television Units, DVD Units, Blu-ray Disc Players, Microwave Ovens,
  
  Refrigerators, Stoves, Dishwashers, Washer/Dryer, Pots, Pans, Hair Dryers, Irons, Ironing
  
  Boards, Doormats, Brooms, Dustpans, Mops, Buckets, Vacuum Cleaners, Vacuum Bags,
  
  Plungers, Toilet Brushes, Trash Cans, Bath Towels, Hand Towels, Washcloths, Shower Curtains,
  
  Shower Curtain Liners, Shower Rings, Bathmats, Sheets, Pillowcases, Mattress Pads,
  
  Bedspreads, Comforters, Duvets, Hangers, Non-covered Light Bulbs/Batteries, Air
  
  Conditioner Filters, Air Conditioning Units, Heating Units, Water Heaters, Sprinkler Systems,
  
  Swimming Pool, Pool Heaters, Pool Screens, Pool Solar Blanket, Game Room Equipment,
  
  Garage Doors, Windows, Doors, Smoke Alarms, Alarm Systems, Carpet Cleaning, Interior
  
  Painting, Plumbing, Exterminating, Electrical Services and any other major structural
  
  problem or defects that may occur, or exist within, or outside of PROPERTY.
  
  Please note that this list is not comprehensive and is used as a general guideline to cover.
  
  most common items found and/or utilized in a PROPERTY.
  
   
  
  In her email the customer stated that the agreement was very confusing, but I am just not sure how the above statements are confusing.  Again, we strictly followed the terms of the Property Management Agreement
  
   
  
  The AC filters and general maintenance charge is a monthly service that we provide to our vacation homes where we will check the AC systems. The customer did stay in her home the first part of June and when she left, she had apparently changed the door code, but failed to inform us of this. As required, we sent our people out there to conduct the AC filter change and check to make sure everything was running well, however, they were unable to gain access to the home. As we still responded to the home to complete the service and the customer had the opportunity to inform us ahead of time that they had changed the door lock, we feel that this is a valid service charge for our time and expense. Please attachment which shows the attempt was made to conduct the services as required. 
  
   
  
  The pest control service is a six-week reoccurring service, but the payment breaks down monthly. We serviced the property at the end of April and was responding back out there again in June. However, again my pest control company found that the door code did not work.  The pest control company did arrive at the house to provide the service but was unable to enter the home because of the lack of communication on the part of the customer.  Because the customer changed out our lock, we are unable to pull up a record that the 3rd party company was there; however, we attached the records for the visit in April.  As the next service would have been while the customer was in the home the 3rd party company was advised to postpone services until after their stay to keep from inconveniencing the customer.  The company responded back to the home on June 12th to conduct the pest control service but was unable to unlock the door. 
  
   
  
  Our services terminated on June 30, however, for services for the month of May and June were still applicable and charged accordingly. No refunds will be given for these charges. 
  
   
  
  The cleaning fee that she was referencing in her complaint was an automated charge based on a booking that she put on the calendar for herself. She did email us to inform us that she was going to be doing her own cleaning, but it was missing and not removed from the system.   The system automatically charged the cleaning fee at the end of the month as it’s supposed to do, and the statement went out. The customer notified us to let us know that she was charged, and she was immediately given credit for that clean.  It was a minor inconvenience that was quickly resolved as she even stated in her complaint.  Credit was already issued to the customer’s statement. No further action on our part is required.  We do apologize for the any inconvenience that resulted in an accidental charge that was quickly removed after notification. 
  
   
  
  In reference to her complaint about the fire extinguishers, when she put in her notice of termination, she asked for no further additional services. Unfortunately, this is the time of the year that we do our fire extinguisher inspections, and a mass automated email went out to all our homeowners including this customer. She was included in this email notification, however, because she had asked for no additional services, other than the normal property management services, we did not provide fire extinguisher services to her home. I have mentioned this to her several times so she could check her statements and confirm that she was never charged. However, she is still complaining about this. The customer was not charged for any service to her fire extinguishers whatsoever.  She was never charged; I have nothing to give back to her for this.  See the attached monthly statements, which do not show any charges for fire extinguishers.
  
   
  
  It is our belief that we did or attempted to complete services that were agreed on in the agreement.  Any services that were not completed were due to the actions of the customer and are still chargeable.  Because of this, we feel there is no refund required on any of the three fees mentioned by the customer.
  
   
  
  I’d like to point out that the customer is only questioning the June charges; however, the charges in May were identical and during the same 60-day termination period.  If the customer agrees with the charges for one month of the termination period, she should understand that they apply to the second month as well. 
  
   
  
  Also, I tried to submit several attachments; however, the system limited me to 5, so I selected the most important attachments and will try to follow up with additional attachments.  

  Customer response

  08/18/2023

  and told me they would transfer the $175 and it was their mistake but still have failed follow through. Again, this is why i’m leaving their company. 
  
  I did actually have the same complaint in May for paying for services not provided and why I wanted nothing from them in June; but, the addendum was signed in June so we expected services since we would still be charged. I encourage records from my door lock to be shared for May and the date the person came in June but could not enter to confirm services were attempted. 

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