ComplaintsforRed Door Property Management, LLC

• Initial Complaint

  11/13/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This business is my former property management company. I rented their property for two years. They owe me a security deposit of $374.50 since 8/11 and have not provided it, despite multiple reach outs from me.

  Business response

  11/20/2023

  Please see attached, this payment has been sent and cashed by the complainant.  

• Initial Complaint

  08/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On June 24th 2022 I entered into a lease with Red Door property management. I was not permitted to walk through the property before the day I received the keys. Upon walking into the house it was obvious the house had not been cleaned or properly turned over after the previous tenants moved out. The walls were filthy and had not been painted in a very long time, carpet was ripped and torn to shreds in several areas all the way down to the sub floor. Urine and f**** along with pet hair covered the carpet. Stains and a hard red substance were matted into the carpet in the smallest bedroom. The same red substance seemed to be on the closet doors in that room as well. The microwave had a broken handle and could only be opened by pulling the bottom of the door. No room in the house had fresh paint on any of the walls, that was obvious by the amount of dirt and grime on the walls. It was also advertised in the pictures and descriptions of the rental property that a washer and dryer was included in this property. There was no washer and dryer when I was given the keys. I called the property manager that I had been dealing with during the leasing process immediately upon noticing the condition of the home. Her response was " I have not personally been to that property to see it for myself and I completely understand if you would not like to move forward with this lease." I explained to her that I have the moving truck in the driveway with the moving company ready to bring in all of my furniture and personal items, and I have no other place to live. I was paying the moving company by the hour and I was on their clock while speaking to her. She explained they would be out to repair the microwave handle and have the carpet looked at. They had someone come out and patch the areas of missing carpet with a totally different carpet and she thought that was sufficient. I explained that this carpet was not livable and needed replaced. After a month they finally replaced it. Maintenance came and replaced the microwave handle and considered that a repair even though that was not the underlying reason for the damage, so that broke again within a week. I am being denied my security deposit and being charged additional fees. They are charging me for painting and repairing the walls that were never painted or repaired before I moved into the home. I have been trying to communicate with Red Door for over a month with no resolution.

  Business response

  08/23/2023

  Hi *********,
  
  Thank you for taking the time to share your perspective regarding the security deposit resolution. We value your feedback and understand your concerns.
  
  We acknowledge that there were necessary repairs and improvements required when you initially moved into the property.While the property wasn't in an ideal condition at that time, we did our utmost to promptly address the issues you reported through our maintenance system.It's recorded on the Meld system that all your concerns were duly attended to.We apologize for any inconvenience this may have caused and appreciate your patience during that period.
  
  The situation you experienced is one that we are actively working to prevent in the future. Our goal is to ensure that properties are cleaned, maintained, and repaired before new tenants move in,thus minimizing any inconvenience or need for repairs during your occupancy.
  
  In regards to your concerns about charges, we want to clarify that we are not seeking to charge you for issues that existed prior to your tenancy. Our process for determining charges from the security deposit is comprehensive and considers only damages that occurred beyond normal wear and tear during your stay.
  
  Please find attached a very comprehensive move in and move out inspection for the property inclusive of dozens of photos.  This will clearly document the condition of the property at move in and at move out.  In addition, painting was also completed on June 15,2022 for the following areas (see attached work order):
  
  Paint walls and patch small holes
  *Living room walls has nails and screws and scuff marks
  *Dining room walls has small nail holes and marks
  *Master bedroom walls have nails and screw, need repair and painting
  *Bedroom 1 walls have marks and small nail holes and a s****
  *Bedroom 2 has small nail holes and marks on all walls.
  
  These were the same areas identified during the move out that needed to be attended to with the addition Kitchen,Hallway/Stairwell and inside front way.
  
  Additionally, the carpet was replaced and was completed on July 28, 2022 when the tenant already moved in (see attached work order).
  
  
  We do indeed have all the documentation,invoices, and records from the maintenance work that was performed on the property after you reported the issues upon move-in. This documentation serves as evidence of our commitment to addressing the property's condition. We regret that the initial state of the property did not meet your expectations and apologize for any misunderstanding.
  
  Our intention is to find a resolution that is fair to both parties. While we cannot fully refund the security deposit as requested, we are willing to make an adjustment of $500 to acknowledge the issues you've raised. We believe this offer demonstrates our willingness to work towards a fair outcome.
  
  We understand that this matter has been ongoing and your lease has already expired. We are committed to resolving this situation as swiftly as possible.
  
  Thank you for your understanding, and we look forward to resolving this matter in a constructive manner.

  Business response

  08/23/2023

  ****** there a way to send larger file sized documents in response to this complaint?  I have two larger files that will not allow me to attach.  These are the move in and move out inspections and the largest file is approximately 20MB.  Please let me know how to get these documents to you.  Thanks.  

  Customer response

  08/23/2023

  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and have determined the response would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. 
  
  [Provide details of why you are not satisfied with this resolution.]
  
  Regards,
  
  *******************************
  

• Initial Complaint

  06/03/2023

  Complaint Type:

  Customer Service Issues

  Status:

  Resolved

  More info

  After my lease expired on a rental property, I got a bill for move out and cleaning repairs. I paid a $1500 security deposit that they did not credit towards the amount they are changing me.

  Business response

  06/07/2023

  After reviewing the complainants ledger, he is 100% correct.  We took this property on tenant occupied and the owner transferred the security deposit to Red Door Property Management directly.  There was a clerical error when recording this deposit which resulted in the security deposit not being applied to ******************** account.  We have updated the 45 day letter to account for the $1300 deposit.  In addition, we have credited him an additional $565 to bring the balance due to zero for the mistake on our end.  Thanks.   

  Customer response

  06/07/2023

  Better Business Bureau:

  I have reviewed the response made by the business in reference to complaint ID ********, and find that this response/resolution is satisfactory to me. 
  
  
  

  Regards,

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

*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. ↩