My complaint today against Crown is that they are charging me for normal wear and tear on a home that we rented from them for two years.The move out walk through was conducted by one associate but finalized by someone who never stepped foot in the home while I was living there. They are trying to charge me $3000 to have the entire interior of the home painted because they say that I touched up paint throughout the house. They are also trying to charge me $400 because there is a scratch on the floor which was under a desk when we moved in. They are trying to charge me $550 because the cabinets in the bathrooms are 8 years old and they are fading.They are also trying to charge $200 because the bushes were not trimmed.However, when we moved in we paid $900 because the backyard looked like a jungle.They are trying to charge me $75 for removal of a washer that the owner left in the master bedroom closet.They are trying to charge me $400 for doors that are not damaged but will not open or close properly.They are also trying to charge me $100 for a stain in the kitchen cabinets. They are trying to charge me $325 for additional trash removal which all belongs to the owner of the home.My deposit for the home was $5100 they are charging me $6750 in damages to this home.I should have checked the reviews of this company before hand because I can't find any good reviews from previous tenants.I am tired of this company thinking they can charge people for normal wear and tear on a house in which we lived for 2 years.We lived for 4 months without a working dishwasher.We had a major water leak and gas leak in the home shortly after we moved in.There was also water leaking in the home from the roof that had to be fixed while we were living there.These people are rude and never answer the phone when you call.
I want my $5100 deposit returned to me in full. The house was returned to them in excellent condition.
Business' Initial Response
Mr. and Mrs. **** were Residents of Crown from August 2011 until July 2013 and unfortunately Crown did not receive the Residents dispute in writing prior to submitting this BBB complaint. We wish that we had been allowed the opportunity to review this dispute with the Resident prior to this complaint as it is our goal to ensure that we allow Residents the opportunity to review the documentation and photos from the move out inspection. When performing move out's Crown as per the GA Landlord Tenant Act is to provide estimates in regards to repairing any damages that occurred by the Residents. Also, unfortunately sometimes Residents forget to list items on a move in inspection but once we have the opportunity to review with the owner most of the time we find that there are charges that we can remove. To help make set expectations with Residents of charges that can be accessed at move out, Crown sends information to them as a reminder as to what condition they need to return the property in at move out so that they do not incur any unnecessary charges. Once the move out inspection is complete, the property manager reviews all documentation and compares it with the move in inspection. The documentation received from the move out inspection for this property states that touch up painting had occurred on behalf of the Resident and the owner will now incur an expense to repaint the home in order to return the property to the condition as found at move in. Per the move in inspection that Mr. and Mrs. **** signed, the walls in the home were noted as having a few nail holes but there was no mention of any touch painting that was present at move in therefore the Resident was charged for that damage. Mr. and Mrs. **** were charged $3000 for the damage created due to touch painting the home however since then, the owner has received a quote for painting the home and Crown and the Owner have agreed to reduce the charge for touch painting to $775 which is a depreciated amount from the cost of the full paint that the owner was quoted. For the hardwood floor damage, again this was not notated on the move in inspection and as per the GA Landlord Tenant Act, if it is not documented at move in and the damage is found at move out, the Resident can be charged for the damage therefore this charge will remain. The charge for the bushes was for $100 due to the overgrowth that had not been taken care of prior to vacating the property. The charge for the doors was due to the doors actually being broken and due to this being damage and not normal wear and tear, the tenant was charged accordingly. In regards to the other charges mentioned in the complaint, Crown has spoken with the owner and was able to verify that the washer was indeed the owners as well as the other items that were left in the home therefore Crown will agree to remove the following charges: $75 charge for bookshelf door that was damaged, $75 for washer removal, $225 for the removal of the misc trash. The Resident was charged $225 for the trash removal not $325 but again, this charge will be removed.
Crown understands that there were repairs that needed to be made at the home during Mr. and Mrs. ****'s occupancy and as per our records, the repairs were made in a timely manner and unfortunately maintenance repairs do not relieve a Resident from damages caused at the property during occupancy. Initial charges accessed at move out totaled $6520 however due to Crown being able to reduce the paint charge and remove some of the other charges, the total amount due for damages would be $3920 therefore the Residents will receive a refund of $1180 of their security deposit monies. Crown is hopeful that by removing and updating the initial charges the Residents incurred, that both parties can now move forward in a positive light. We appreciate Mr. and Mrs. **** allowing us the opportunity to serve them.
Consumer's Final Response
(The consumer indicated he/she DID NOT accept the response from the business.)
The paint throughout the house showed many touch up spots upon our move-in along with many, many nail holes. Although CROWN took photos upon move-out there were NO photos taken before move-in. Also, during our move-in walk through the cleaning was was still in progress, prohibiting a thorough move-in inspection. The photos taken in the move-out cannot be deemed credible because there were no photos taken during the move-in to compare before and after. A hole in the wall in the breakfast area was repaired with our own money and was left unpainted. Makes no sense why I would leave this unpainted and do touch ups throughout the house. I have an email, dated July 19th, from ***** ******* with CROWN stating that the owner was sending over a painter to get an estimate for paint the interior of the house. Leaves me wondering did he know about the touch ups that were left when he moved out. I spoke at at length with the painter and he advised me that the house was in excellent condition and nothing more than normal wear. How can CROWN charge use $775.00 for something the owner was planning to do himself even before the move-out inspection. Concerning the statement that "repairs were made in a timely manner" we were without a dishwasher for 4 months before a replacement dishwasher was provided. This used appliance worked poorly for 7 months and after another work order was made it took 3 months to get a new dishwasher installed. I might add that legal action was threatened before they supplied us with a workable (used) dishwasher. It was a total of 7 months without a dishwasher. Therefore, their statement about repairs being made In a timely manner are untrue. The landscape was poorly maintained upon our move-in. We have a payment to a landscaper to come and trim the shrubs and cut down a plant that was growing well into a window. The cost of that service cost us $900.00. The CROWN representative told us that the owner apologized for the grounds being in such disrepair because he just didn't have the time because they were getting things ready for them to move. We accompanied the CROWN representative during the move-in inspection and the inside of the cabinets were not even opened and inspected. Their move-in inspection falls far short from the move-out inspection. We were never once given an opportunity to add anything to the move-in inspection nor were we given an opportunity to even read the notes of the move-out inspection. The scratch on the floor was hidden UNDER a 500 lb. desk. No way could this be visible during the move-in. Only when the desk was removed was the scratch found. The movers made this scratch known as soon as the desk was picked up and the scratch was discovered. No doors were opened in the move-in inspection, therefore we nor the CROWN representative was aware that the door did not work. The most important fact--we had ownership of the house through the 31st of July. CROWN did not have legal custody of the house until August 1, 2013. No one had permission to enter the house without our being present. The CROWN representative was in the house before we arrived. This is trespassing. To quote Georgia law "a tenant as the right to the exclusive use of the lease premises. Unless the lease states otherwise, the landlord can ONLY enter the property if entry is necessary to cure a dangerous condition, prevent damage to the unit or respond to an emergency on the premises. " How do we know that damages did not occur before our arrival. We requested a definite time to meet with the representative and we were told 11:00 -12:00. The front desk called us at 10:40 (which is 20 min. to an hour before they were to actually arrive) alerting us that they had signed in. By law they were to wait outside allowing us to open the doors for them. Again, the home was returned in the original condition and because of that the total security deposit should be refunded
Business' Final Response
In response to the Residents continued dispute of the move out charges, Crown did attempt in good faith to reach a resolution however Crown has now received a letter from the Residents attorney and is working diligently to resolve this dispute. In regards to the move in inspection vs. the move out inspection. As per the GA Landlord Tenant Act, the landlord must give the tenant a complete list of any existing damages to the premises signed by the landlord. The tenant is to be given an opportunity to inspect the rental unit to determine if the list is accurate or if additional defects need to be added to the list. The tenant must sign the list or specify in writing on the list the items in dispute. The Residents for **** ****** ***** were presented with the move in inspection and signed the inspection on August 2, 2011 verifying that the information was correct therefore Crown fulfilled its duty by providing this information. The law does not state that move in photos have to be taken, only that a move in inspection performed therefore the move out is credible as the move in inspection was performed as per the GA Landlord Tenant Act. If the Resident felt the need to take photos, that would have been their responsibility. In referring to the move in inspection, as stated previously the move in inspection notes the walls as having a few scuffs and nail holes, it does not mention touch up painting in any of the rooms in the home therefore the tenant was charged accordingly for the touch up painting performed on their behalf. The GA Landlord Tenant Act does not state that the landlord is to wait for the Resident to arrive at the move out inspection. Also the Residential Rental agreement signed on behalf of the Resident states that Management shall have the right of access of Premises for inspection and maintenance between 9am and 6pm therefore Management in no way trespassed onto the property and cannot be held liable for any false claims on behalf of the Resident. Again, the home was unfortunately not returned in the same condition as found at move in therefore the Resident was charged accordingly. Crown has made a good faith effort in trying to reach a resolution with the Resident however it appears that Crown cannot offer the answers that will satisfy the Resident and as Crown is held responsible to uphold contracts, Crown must hold the Resident responsible for the terms as outlined in the contract they signed at time of move in. We appreciate the opportunity to understand the Residents concerns and again by reducing and removing some of the charges we had hoped this could be resolved but we will follow up with the Residents attorney going forward as we are hopeful that this can be resolved.