ComplaintsforWellington-Rowell Properties LLC

• Initial Complaint

  02/28/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I was interested in a property for rent and they requested some money to hold it until I make a final decision. ****** is the one that helped me and she said I had until March 3 to change my mind and get my money returned. I requested the 300.00 I gave her to be returned on March 25 by email. She then replied telling me she told me the money was non returnable which is a lie. I never signed or agreed to this. She verbally told me I could get my money back before March 3. It was hold money and nothing else. No lease was signed. No agreement to this was signed. I want my 300.00 back like she promised.

  Customer response

  02/28/2022

  ***** *** ***** ******************** ***** ******* ******** *** **** ***** ** *** **** *******************
  Subject: Re: You have a new message from the BBB of Northeast Florida in regards to your complaint #********.

   

  Can I add something else on my response? It does not make any sense her saying to me 3 days since I was in the office on Thursday and 3 days would have been Sunday and they are closed on the weekend. 

  I never heard 3 days. She said March 3. 

  *** ***** 
  
  On Monday, February 28, 2022, *** ***** <******************> wrote:

  This is incorrect. She told me I had until March 3 to change my mind. I never heard 3 days. 

  *** ***** 
  
  

  Business response

  02/28/2022

  This potential resident came into our office on February 18, 2022.  Checked out keys to view our property located at *** ******* *****.  When she came back to the office she stated that she wanted to rent the unit.  We explained that in order to have the property taken off the vacancy list and held for her, she would need to put down hold money.  We explained that once hold money is placed, no one else can rent the unit and the unit is prepared for (final touch up paint, carpet cleaning, etc.) the lease to be signed.  We explained that once hold money was paid, she had THREE (3) business days to change her mind for a FULL REFUND.  Once those three days pass, a refund will not be issued.  She agreed and signed the back of the receipt.  She sent you the front of the receipt, but failed to send you a picture of the back of the receipt.  She had until February 21 to request a refund.  On February 25, 2022 (she states it was March 25, 2022) she requested that we return her money.  We cannot do this because we have lost days that the unit could have been advertised for rent and have also begun the process of preparing for her anticipated move in of March 4, 2022 (see back of the receipt).  This was explained to her in detail.  She has contacted you as well as gone onto social media with this misrepresentation of the truth.  If you have any further questions, please do not hesitate to contact us.  Wellington-****** Properties, LLC *******************  ************

  ****** ******

  ********************

  Customer response

  02/28/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because:she told me I had until March 3 to change my mind. She asked me to sign the receipt verifying I paid 300.00. There is nothing written saying I had to let them know in 3 days. It is basically her word against mine. I want my money back. There was no signed agreement saying 3 days. 
  

  Regards,

  *** *****

  Business response

  03/02/2022

  As you can see from the attached Back of the Receipt, the consumer initialed the receipt with her initials of "**".  When we have a consumer initial the back of the receipt, we tell them exactly what the stamp reads.  "Hold money is non-refundable after 3 days and the Non-refundable date of 2/21/2022 (which would have been Monday, February 21, 2022) and  that ALL money will be forfeited if lease is not signed and all monies paid by 3/4/2022."   We do this because as soon as hold money is applied, we send laborers into the unit that has been held to begin the preparing it for rental...paint, carpet cleaning, cleaners, repairs begin at that time.  We have lost much more than $300 in this process.  

  We would also like to note that the consumer did not contact us regarding her change of mind until six days after the hold money was paid.  She contacted us for the first time on February 24, 2022.  By this time, work on this unit was well underway.  We feel we have been more than reasonable in this transaction.  Thank you for your help in resolving this issue.  Wellington-Rowell Properties, LLC ************

  Customer response

  03/02/2022

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed Administratively Resolved]

   Complaint: ********

  I am rejecting this response because: I was never told 3 days. I signed the receipt acknowledging I had until March 3 to change my mind and get the hold money returned. I also emailed them asking about the broken dishwasher which didn’t even have the bottom tray where you put dishes and it appeared to be broken for a long time, a very dirty air handler, back door unable to be opened, and broken light fixtures. I had asked if I could have proof it is being fixed and that the air conditioner be tested and her response was they will be fixed not that it was currently underway. There was a previous complaint on google maps for the business that repairs were never done for another tenant . This made me very concerned. There are many bad reviews for this business. I just want my 300.00 back like she promised. Attaching her response about that the issues would be fixed not that they were underway. 

  *** *****

  Regards,

  *** *****

• Initial Complaint

  12/15/2021

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  November 2021 I spoke to an employee there over the phone, didn’t get there name ,it was a **** , I stated I was out of state and couldn’t come in to bring a written 30 day move out notice , she stated it was fine that she will process it and to send the key in The mail, I mailed the key November 15 . Everyday since I have called to check on my update, around the end of November one of the ****’s there took my current address to have the check mailed to me and stated it would take two business days . Now today December 13 I was told I cannot receive my deposit back because there was no written statement , and they don’t accept them over the phone. There was no damages made to the place, the **** so did not go by her word .

  Business response

  01/03/2022

  See Attached.

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