Complaints

This profile includes complaints for Trident Real Estate, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Trident Real Estate, Inc.

  800 West Ave STE C1 Miami Beach, FL 33139-5567

• 

  Trident Real Estate, Inc.

  945 Pennsylvania Ave STE 100 Miami Beach, FL 33139-5458

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/01/2024

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On 2/26/24, I paid trident Realty $15,600. They are real estate agent and did not advertise this, but also ended up being a property management company. There are several repairs that need to be made to the property prior to inhabiting it and I have been on them for a week trying to get anything done. They have not responded to my correspondence or done anything to help, the only thing they have sent me is a bill. The floors are rotted through, and there appears to be dry rot on the wood throughout the entire apartment, which needs to be refinished. There is mold, coming out of the air conditioning vents, the sliding doors do not open, the exit gate for the parking garage does not open, and they have failed to furnish me with the landlord's contact information which is a tenant right. They have not returned my calls or email correspondence and have been extremely dismissive of me. I am 8 1/2 months pregnant and I chose this place to live because I believed it was in good condition, upon further inspection. It is not in a livable, inhabitable condition and needs a great deal of work. I am reaching out to the **** because I have had no success, reaching out to the company, and would like these issues addressed and handled ASAP. If they are unable to address these issues, I have requested a refund and to be released from the one year lease. I can hire my own company to address these issues, but it will need to be deducted from my rent and rent will need to be lowered.

  Business Response

  Date: 03/08/2024

  I am writing in response to the complaint that ****************** has issued against our company.  For purposes of background and context there are important things that I would like to explain. First, we are a property management company and we do not own the property in which ****************** resides at. We are facilitators and are limited in what we can do by both the owner and the renter however we use the executed lease as our guideline.  When a property is advertised for rent it is always advertised in as is condition unless otherwise noted by the owner/agent.  If a prospective resident has any questions regarding the condition of the property or should they want additional work to be performed, when working with a real estate agent (such as this case) the real estate agent will write in any requests or questions into the offer that is submitted to the property owner.  As part of the offer process, the owner can approve or deny the requests and the prospective tenant can either chose to accept the conditions and move forward with the rental process or walk away from the process.  In this specific situation we received an offer to rent the property however if you note on section 12 of the attached contract to lease you will see the section for Additional Terms is left blank which indicates that the prospective resident did not have any specific requests as to work that they wanted performed as a condition of renting the property.  Subsequently the lease to rent the property was signed and on 02/26/2024 ****************** received the keys to the property.
  
  The process mentioned above is important because after ****************** took possession of the property she began to make many requests none of which were previously discussed.  Admittingly there were some minor issues which the property owner did want to have addressed that ****************** brought up however what has sparked this complaint really isnt those minor items but unrealistic requests by ******************. Before addressing these requests its important to note that we did have a property inspector perform a pre-move in inspection which I have attached.  Based on Ms. ******** description one would believe that this property is an untenable tenement and a review of the attached report will prove that its anything but that description. 
  ****************** says that the floors are rotted but again any review of the pictures in the report will show that they are not rotted.  ****************** felt that the wood floors in the apartment should have been refinished however that was not previously discussed or agreed to (see the contract to lease).  Not mentioned in this complaint but in other emails received from ****************** is that she was also expecting the tile floors in the apartment to be professionally polished which was also not mentioned in the contract to lease.  There is no mold coming out of the ** vents rather they were some bits of dust.  There was a problem with a sliding door and last week we had the door repaired by a professional.    
  
  Ms. ******** comments regarding a lack of communication is not accurate. ****************** has been in contact with four members of my team including myself.  Weve been in communication with her since day one including having our property inspector meet with her on the day of move in.  We have multiple email and text exchanges with ****************** and should this go further we have no issues uploading copies of the emails and text exchanges.  It is my opinion that ****************** feels this way because the owner has not agreed to fulfill her requests, as they requests were never previously agreed to, and hence she finds herself continuously sending emails making the same requests in hopes of a different answer.
  
  I would like to once again reiterate that our company does not own this property and we cannot authorize any early lease termination or rent credit nor can we authorize any work to be performed that is not authorized by the property owner. We are required to abide by the lease and that is exactly what we have done.  We want nothing more than for ***************** to be happy in her apartment much like the last several residents who previously lived there however our companys desire to achieve this is predicated on the lease.  

  Customer Answer

  Date: 05/08/2024

  They are saying the only way to access the roof is to go through my 3rd floor private bedroom. I have a newborn sleeping in the unit. They need to access the roof from the OUTSIDE of the building via the roof access. Also, maintenance has not been addressed at all. Its funny they respond to u but not to me 

  Customer Answer

  Date: 05/08/2024

  They are saying the only way to access the roof is to go through my 3rd floor private bedroom. I have a newborn sleeping in the unit. They need to access the roof from the OUTSIDE of the building via the roof access. Also, maintenance has not been addressed at all. Its funny they respond to u but not to me 

  Business Response

  Date: 05/08/2024

  I'm writing in response to the complaint.  We need to access the roof to remove old air conditioning equipment that was left there by a previous contractor.  The condo association for this property has given us a deadline on 05/31/2024 as the start of hurricane season is 06/01/2024.  The association's concern is that if there is a storm the equipment will go airborne and potentially damage not only the association's property but possibly the resident's property. This property is three stories with no direct roof access and the contractors do not have ladders that are tall enough to access the roof.  The only way to access the roof is with a ladder from the third floor balcony.  As you can see from the attached screenshots that the resident submitted you will see that we've made reasonable efforts to gain access.  All we need is about one hour of the resident's time to get this done.  We understand that they have a newborn and we wish that we did not have to disturb the resident but this is a safety concern and we must move this equipment. 

  Customer Answer

  Date: 05/10/2024

   
  Complaint: 21369278
  
  I am rejecting this response because:
  
  

  they are responding to you but not to me and continue to be not competent . They are not addressing my issues and are threatening to unlawfully enter my home to access the roof by climbing up to my 3rd floor private bedroom and sticking a ladder out the window. There is mold in the air conditioning unit and they have shown no proof the place was cleaned or inspected for mold. I had the place actually professionally cleaned at my own expense and even the cleaners agreed it was FILTHY and had not been professionally cleaned in at least  year. The dust/mold from the a/c output remains an issue for myself and newborn baby. They need to access the roof externally and stop harassing me and threatening me. They also need to provide proof that the owner said what they are asserting. 

  Sincerely,
  
  *************************

  Business Response

  Date: 05/18/2024

  I would like to reply by simply copying and pasting an email where a Board Member of the Association recaps a recent board meeting and emails the owners.  I would like to specifically point out the part where he says "  We must remove all objects that could become flying projectiles in case of a hurricane. 
  Owners living here can wait until a storm is upon us before taking in their flying projectiles."  What's he did not mention is that in the official meeting they gave a deadline of June 1st which is the start of the hurricane season.  For over one month we have tried to gain access to the property with the resident's cooperation in order to take care of this situation with zero success.  Because June 1st is quickly approaching, if the resident does not accommodate a time for us to gain entry and allow us to perform the work we will have no other option but to post a mandatory notice of access.  If the resident still does not comply then we will issue a 7 day notice of non compliance.  If we still have no cooperation then the owner will have to make the decision as to whether to initiate eviction proceedings or not.  Here is the email from the board member:

  From: *********************
  Date: Wed, May 15, 2024 at 5:08?AM
  Subject: *********** Update
  To: *****************************,*********************, ******************************************,*******************,******************************************,*********************************,***********************************,***********************************,***********************************
  
  Dear Partners,
  May 20th, 2024, 
  We will no longer be covered with Windstorm Insurance.
  It is a shame we all could not come together and save it. 
  But we need to move on and tackle the next challenge. 
  Which is - General Liability and Property.  
  
  General Liability and Property  
  Last year, 2023,  $  7,140.50       
  This year, 2024,  $11,621.00 - (large increase)            
  
  Money in the bank is $9,760.75
  We will have enough money to cover the cost after our June 1st maintenance is in.
  Please send your 3rd quarter's maintenance as soon as possible.  EARLY NOW PLEASE
  
  Windstorm Insurance information.
  Last year, $ ********* - It hurts to see it go. 
  Other companies will consider us; 
  The best quote is $117,000.00 - Plus taxes and fees - pending approval. 
  
  My recommendation going forward.
  We need to hire a management company.
  I have difficulty in trying to relate to 8 partners with eight personalities.   
  A management company should be more able to do this. 
  
  Also, it is essential to have someone who can manage the tenants.  
  Must be Knowledgeable in Building maintenance - Insurance - Government Compliance    
  
  We are scheduled for a Dade County Certification soon. 
  We were already notified - with a mention of our outstanding violation. 
  
  In our recent Zoom meeting, ******* commented we have a South Beach 10 million-dollar property.
  I fear we will quickly slide into a run-down Duplex in ******* unless we make some changes. 
  
  FOR NOW 
  We must remove all objects that could become flying projectiles in case of a hurricane. 
  Owners living here can wait until a storm is upon us before taking in their flying projectiles. 
  
  Those who want hurricane insurance need to call a HOME owner insurance agent (not Commercial)
  
  I'm preparing a list of recommendations for whoever manages the property.
  My list is only suggestions; maybe it could help. 
  Please feel free to call or write if you have any questions. 
  Kind regards
  ****

• Initial Complaint

  Date:12/18/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Trident Real Estate, Inc. is the most irresponsible and horrible property management company I have ever experienced. In October I moved into apartment #****. Right after moving in, many problems came to light, and one of them has not been resolved to this day, and 2 months have passed. We immediately addressed requests for resolution of all issues to the front desk management, but we received nothing but an email response. In two months we have faced: 1. The apartment was not checked for insects before our arrival. There are many small cockroaches crawling around in our apartment. Later I found a cockroach nest in the trash can under the main bucket. The trash can was already in the apartment when we moved in. 2. Due to poor cleaning before arrival, when we arrived it was dirty. Last week we had an additional cleaning service, which was even worse than the previous one. We had agreed on a deep cleaning of the entire apartment and hidden spaces. They didn't clean anything. In addition, these cleaners broke our dishwasher during the cleaning and just left after I pointed it out. 3. We still have not been given access to the private wifi that we paid for. 4. The magnetic door keys do not work. We have already changed a lot of keys and each of them becomes inactive after several times of use.5. Due to the poor condition of the apartment (doors were broken, water was flowing everywhere) during the storm our apartment was flooded. My small child fell several times and hit her head badly because of this. Every time it rains, water gets into the apartment and creates a flood in all the rooms. We asked them to send a repairman to replace the rubber bands on the doors so that they would not leak anymore. They said they would send someone, but no one ever came.When I rent an apartment in a good neighborhood for a lot of money, I expect good service and quick resolution of all requests and questions - which is not happening yet.

  Business Response

  Date: 01/09/2024

  *Please note that this is the second response that I write as I was timed out of the first response and I do not know if it had gone through or not.

  To Whom it may concern:
  
  I am writing in response to the complaint that Mr. ********* has issued against our company.  For purposes of background and context there are a few things that I would like to explain. First, we are a property management company and we do not own the property in which Mr. ********* resides at. We are facilitators and are limited in what we can do by both the owner and the renter however we use the executed lease as our guideline.  The condo which Mr. ********* resides at is located in a condominium/hotel meaning it is a condominium which operates as a hotel and as such has standard hotel amenities such as a front desk/concierge and onsite administration for the property. The property is oceanfront and Mr. ********** unit directly faces the ocean with no obstructions.  Finally,prior to Mr. ********* taking occupancy of the property, we took 392 pictures of the apartment which can be used as a reference point regarding his claims.  Here is the Dropbox link: 
  ***********************************************************************************************
  
  Regarding Mr. ********** claim that the apartment was not checked for insects prior to his move in is not correct (please refer to move in pictures) however we are not disputing that subsequent to his move in that there was a problem with roaches.  The condominium association provides monthly extermination service and what Mr. ********* failed to include in his complaint is that he turned away the buildings exterminator when they showed up to the condo to service the unit citing that he did not trust the chemicals that they were using.  It is difficult to resolve a ***** issue if you do not allow the exterminator to do their job however we were able to negotiate an agreement between the owner and Mr. ********* where the owner agreed to do a deep cleaning of specific areas in the apartment (more on this below) and Mr. ********* would assume the responsibility of fumigating the apartment.  Feeling that in our professional opinion that this might not be enough to resolve the issue we, at our company expense, contracted an exterminator who does a specific gel treatment to eliminate the small roaches which the resident was complaining about.  We informed Mr. ********* that regular treatment was necessary to ensure that he would not have an ongoing issue and reminded him that the buildings exterminator was willing and able to service his unit.
  
  Regarding Mr. ********** claim regarding the cleanliness of the unit when he moved in, prior to him moving in the owner of the unit contracted a cleaning company however this company did not move any of the heavy furniture in the apartment which included the large sectional couch, media unit, dressers and large bed frames in the unit and we are not disputing that the areas underneath the furniture was dirty.  As mentioned above we contracted a cleaning company to go to the unit and do a deep cleaning of the specific areas.  It was a crew of three people and they were there for five hours to do the deep cleaning. What Mr. ********* omitted is that they did more work than what was agreed upon.  They did other areas of the unit that was not discussed and they removed all of the drawings from the tile floors and the furniture that Mr. ********** child drew.  Please refer to this Dropbox link which includes the photos of the work that the contractors took that day: ***********************************************************************************************
  
  Regarding not having access to Wi-Fi, the building provides free ************* to all residents and guests and Mr. ********* has this access however Mr. ********* feels that the internet service provided is subpar to his needs.  He was advised that should he want faster/better internet service that he was allowed to seek his own internet service.
  
  As mentioned before the building where Mr. ********* resides is a condominium hotel which uses key cards for entry.  This key card system is controlled by the association and not the unit owner. Upon learning that he was having issues with his key cards we both told him to reach out to the front desk but we also spoke with the buildings administration.  They advised us that the one reason why his key cards would stop working is because of how hes storing the key cards.  We advised him of this and we made the recommendation that he might want to invest in special sleeves that he could store the key cards in which would prevent them from becoming demagnetized.   
  
  Regarding the water infiltration,the day after Mr. ********* moved in there was an unseasonal storm that struck the area which was the equivalent of a strong tropical depression with its heavy winds and rain.  The storm made National news.  Because the unit directly faces the ocean, there was no buffer to the winds and rain and as a result water was forced into the unit from the sliding door tracks.  A point to mention is that the doors and the windows in the unit are brand new hurricane impact doors and windows which was installed by a licensed contractor with permits.  After the storm Mr. ********* reported that one of the sliding doors became jammed and would not close.  We immediately sent a maintenance contractor however he was not able to fix the door so we sent a sliding door and window specialist.  This contractor was able to fix the door which slid off the track. When asked about the water intrusion as a result of the storm the contractor said that the doors performed their job in that they prevented the wind from damaging the unit however the combination of the wind and pressure of the unseasonal storm forced the rain water up through the tracks.  To be 100% certain of this assessment and to obtain a second opinion the owner of the property submitted a request with the company that did the installation and we are waiting for them to send someone to do an assessment.  As soon as we hear from them we will let Mr. ********* know.
  
  As demonstrated above our company has done everything to resolve Mr. ********** requests but Mr. ********** expectations do not match the reality of whats stated in his lease.  We will continue to perform our duty as provided by the lease.      

  Customer Answer

  Date: 01/12/2024

   
  Complaint: 21022516
  
  Dear Trident Property Management,
  
  
  From the beginning, we encountered significant problems with the apartment's condition, which have not been addressed despite multiple requests for assistance. Unfortunately, the lack of action on these matters has resulted in serious consequences, particularly for our one-year-old child.
  
  
  Firstly, we reported the presence of cockroaches in the apartment from the very first day of our tenancy. Despite our repeated requests for a safe pest control solution, we have not received any viable options or resolution. I have attached evidence for your reference. ***************************************************************************************
  
  
  Additionally, the windows and doors of the apartment have proven to be substandard, causing water leaks during even minor rain showers. The poor rubber bands on the doors and windows, which we brought to your attention in October, remain unaddressed. This has resulted in significant damage to an unpleasant living environment for our family. The wind constantly enters the bedrooms, creating a loud and disruptive noise, making it difficult for us to lead a normal life in our apartment. Photo evidence illustrating the extent of the issue is attached for your review. ************************************************************************************
  
  
  During the second cleaning, we were shocked to find that the dishwasher was broken by cleaning staff and surfaces were not properly cleaned. I have attached photo evidence to showcase the unacceptable condition in which the apartment was left post-cleaning.***************************************************************************************
  
  
  We have submitted numerous requests for assistance and have been met with a lack of communication and progress. We implore you to take immediate action to rectify these issues, as our family's well-being is at stake. 
  
  
  We expect a prompt and comprehensive resolution to these issues and insist on a level of communication that reflects the urgency and severity of the situation. Please acknowledge receipt of this email and confirm the steps that will be taken to address these concerns at your earliest convenience.
  
  
  Thank you for your immediate attention to this matter.
  
  
  Sincerely,
  ***************

  Business Response

  Date: 01/19/2024

  To Whom it may concern:
  
  This is our response to Mr. ********** counter communication dated 01/12/2024.
  
  Mr.******** continues to claim that we have made no attempts to resolving the pest control issue.  Again, per my previous communication, Mr. ********* continues to omit the fact that he has turned away the buildings exterminator on multiple occasions.  As I previously mentioned, in an effort to resolve this pest issue, our company with no obligation to do so paid to have an expert service the unit.  They did go to the apartment and I have attached the invoice that they provided.  There is one thing in particular that I would like to point out that was written on the bottom of the invoice from the contractor where they state under the terms: No Guarantee, tenant did not let us give a full treatment, only Gel Bait. I advised him that we need to do a full treatment, but his wife refused that type of service and all we did was a bait treatment.  If the resident is refusing the buildings fumigation service and is not allowing other exterminators to perform their work, how is the situation supposed to be resolved?  As I mentioned in my previous response we abide by whats written in the lease and no where in the lease does it state that the owner is responsible for alternative forms of pest control.  Finally, I would like to mention that the exterminators are certified and as such would not employ any treatment that would not be safe.
  
  Regarding the doors, as I mentioned in our last response we had an expert repair the door that was somehow taken off the track after the storm.  I have attached a copy of the invoice.  The expert told us that there was nothing wrong with the doors.  I would also like to mention again that these doors were installed with City permits.  To insinuate that the doors are substandard is to insinuate that the City inspectors collectively failed to do their job.  As mentioned in our previous response the owner has opted to have the original installers come out to the property to issue a second opinion in terms of the condition of the doors.  We are waiting for them to let us know when they will be there and when they do we will let Mr. ********* know.  I would like to re-emphasize that an expert has already assessed the doors and has determined that there is no issue and we are seeking a second opinion.  Finally,regarding the noise, the building is a ocean front building and the condo directly faces the ocean.  With nothing in front of the condo there is nothing in place to buffer the wind and therefore it is normal for residents with ************ facing properties to experience the howling of the wind. There is nothing that the owner nor we can do to prevent mother natures howling wind. 
  
  Regarding the dishwasher, I dont know how the cleaning staff broke the dishwasher if they did not use the dishwasher. Regardless, weve contacted a contractor who will be at the property on January 23rd at noon and Mr. ********* has confirmed the appointment. 
  
  Finally,I would like to address the allegations regarding a lack of communication.  To date Mr. ********* has had interactions with five different members from our team.  He has been belligerent to our female staff calling them f****** bastards, stupid as h*** and dumb amongst other derogatory comments (we have the screen shots of the texts).  Weve even received an email from the buildings manager instructing us that she and her female staff has been subject to unwarranted verbal abuse and Ive attached her email.  This behavior is simply unacceptable, regardless of the issue, and less so with the fact that its been 100% directed towards women.  Despite the unnecessary verbal abuse our staff has worked to resolve Mr. ********** issues with professionalism.  How many times does Mr. ********* need to impede fumigation service before its no longer a lack of progress on our company's part?  How many window/door contractors will have to be sent to the unit before Mr. ********* will accept the facts from an expert?

  Customer Answer

  Date: 01/24/2024

   
  Complaint: 21022516
  
  I am rejecting this response because:

  Firstly, I must vehemently disagree with your characterization of my claims as unfounded. Your assertion that I turned away the buildings exterminator on multiple occasions is simply untrue. 
  
  Regarding the doors, while you state that an expert repaired the door taken off the track after the storm, but I have already emphasized to you many times that this is not **************. The door that came off the rails during the storm was in the living room and was repaired. In all my service requests, I indicated that these are the doors in two bedrooms, from which the wind blows and noise passes, due to defective rubber bands - and the master who came to repair the door in the living room did not even look into the bedroom and did not evaluate these doors.
  
  In conclusion, I am not alone in experiencing dissatisfaction with Trident's services. Other residents have had similar experience, and some of their feedback can be found at the following links: 
  *****************************************
  *****************************************
  *****************************************
  *****************************************
  *****************************************
  
  Sincerely,
  
  Artem Dolobanko

• Initial Complaint

  Date:10/14/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  RENTER'S BEWARE - COMPANY OF SCAM ARTISTS. I moved into ************************** in February and the entire experience has been horrendous. The unit was filthy when I came for move-in inspection. They had it cleaned and adjusted my lease start date. Everything above 5 feet high was still filthy and ****** the realtor made racist remarks that its because the Latina cleaners can only reach that high. Thank goodness i had family to stay with for a couple of weeks while they turned over the unit. Communication has been horrible since I moved in. I have to make multiple calls, send emails and literally beg if i ever need anything. I've been living without bathroom door since i moved in. They sent a contractor to measure in March. It's now October and I still have no door and no answers, except they ordered the incorrect door twice so far. At this point i dont believe they ordered a door, I think they're just trying to wait me out until my lease is over in February. ******* and ****** are horrible people, both in life and business. No compassion or empathy. Completely unresponsive and useless. DO NOT RENT FROM THIS COMPANY.

  Business Response

  Date: 10/29/2022

  I wanted to take the time to respond to the complaints levied against myself and my staff.  To clarify the situation, we are a property management company and we do not own the property where the resident resides. As such, we do not have the authority to make direct decisions of improvements or repairs without the consent of the property owner.     
  

  When ********************** moved in the unit was not filthy.  Here is the link with all of the time stamped pictures that we took when **************** took possession on February 19,2022:  https://www.dropbox.com/scl/fo/hr5t9kem9j034xafggl60/h?dl=0&rlkey=8pkn1x2r58qjyr5cjdt7d2wyz
  Upon review of the photos, you will notice that the unit was in fact clean.  Never did I make the racist remarks that ********************** claims regarding the cleaning people.  I myself am Hispanic and I take deep offense to the accusation.
  

  Regarding the alleged two week move in delay, there are two facts that ********************** has omitted.  The property is located in a condominium association which requires that all renters are approved prior to moving into the building.  The condominium association did not issue the approval until February 14th (see attachment) which was five days before her actual move in date.  The reason why ********************** could not move into the property on the day that the association approval was issued was because the previous tenant was still in possession of the property.  We did not receive the keys from the previous resident until late in the day of February 14th which only gave ******* days to handle all of the turnover work which included general repairs, painting of the entire apartment and the coordination of the cleaning.  As evident, the statement of a two-week delay was false. 

  
  Regarding the door that was missing from when ********************* moved in, if you look at image # ** 01 ******************************************************** fact a bathroom door present.  However, in all fairness to **********************,the door that was present was slightly larger than the door opening and never fully closed all the way.  This door was present prior to the time that we took over management of the property in January 2019 and present when she viewed the property prior to moving in.  There were two previous residents who resided at the property with this same door. When ********************** requested that the door be replaced, we submitted the request to the property owner.  It did take some time from the owner to agree to replace the door but when she finally approved the replacement of the door we got to work.  We sent a contractor to measure the door and we found that the door opening was not a standard opening which meant that the replacement door had to be a custom order. We placed the order with ********** and with supply chain issues the door took several weeks to arrive.  When the door did arrive to the ********** store for pick up, the door came damaged.  ********** internally re-ordered the door and when the second door arrived it too came damaged.  We had to order a door for a third time and the door finally arrived directly to our office un-damaged.  Because of the delays in the doors arrival the contractor who was supposed to do the installation work was delayed with other projects and is now in the process of letting us know when he can perform the installation.  We will coordinate with ***********************  I have attached the two ********** receipts to prove that we did in fact order the same door twice.

  
  I have provided proof that ************************ statements are inaccurate at best.  Unless documentation is provided by ********************** that contradicts what I have provided then this matter should be brought to a close. 
  
  Respectfully,

  *************************
  Director of Residential Property Management