garage door replaced with faulty door without safety features and repairs made without my consent and then billed for them
My name is ******** ****** and I have leased a home in *******, NC for 2 years and I have been a good tenant. paying my rent on time and keeping up the property. I knew it was always difficult to get anything repaired, even small things like the ice maker or dishwasher but after sending requests and calling several times I would usually give up and find someone myself or have a friend fix it.
That was until the garage door broke.
The garage door was old and it just broke from old age. (the first time that is). The garage door being an expensive item was something I could not afford to replace. I use my garage on a daily basis so I wanted it fixed and so my journey began with the leasing company (******'s Properties, *******, NC) to please have someone look at it and have it repaired. It was finally repaired after a month of me asking. Shortly after the repair my children and I were going inside from the garage and we pushed the button to close the door, in just a few seconds it was making a horrible noise and it got stuck and started to crumple. I immediately hit the button for the door to go back up but the damage was done. After investigating I found a broom handle had fallen in the way and blocked the garage door from closing. This did not make sense to me as any garage door, when resistance is met, it pops back open, it should have never continued to try to close. (what if one of my kids had been in the way???))
I once again called the leasing company and tried to explain the situation to no avail. After multiple phone calls and nothing in return I started emailing the owner of the leasing company. I have many exchanges of email with the owner and a secretary at the leasing company, I begged them to call me, I became demanding. Finally after yet another month I decided to give my notice to move out as it was too difficult to get any repairs made. A few short hours after my email to move from the home they called and stated the owner and some repair man were at my home, while I wasn't there, without any notice and they had repaired the door and that there was no way it got damaged the way I said and they were charging me for it $550!!!!
I pleaded with the leasing company that I would like for the owner and the repair man to meet me at the home and I could show them what the issue was. When I got home that evening I looked at the garage door and realized what the problem was. The old door (the first, before any repair) I used to not pull into the garage quite all the way with my mini-van, because it barely fit in garage, and I would hit the garage door button and when the door would come down onto my bumper it would pop back open. I did it all the time, and every time the door would just go back up because it met resistance. The new door did not have that and that is why when it hit the broom handle it didn't pop back up, it just kept trying to close and crumpled the door.
After research I found that all garage doors are supposed to have entrapment safety devices ie: emergency release, motion sensor, and pressure sensor. The first door I had did have the pressure sensor. Pressure sensors if meet greater than 15 lbs of pressure the door reverses and goes back up. The second and now third door do not have it!!!
Long story short: I should not be charged for door for 2 reasons they installed a door without safety features and they repaired it without my consent or giving me the opportunity to find a cheaper repair person, or even telling me before it was repaired that I would be billed for it.
I am a single mother of 4 children and cannot afford to pay for someone elses mistake. I work 2 jobs and I go to school full-time and I have always taken good care of this home. I have been a good tenant. I am moving but I am afraid they will try to put something on my credit about the garage door, or take my deposit because I refuse to pay the bill. Please help
I am moving but I want in writing that I am not responsible for the bill that #1 they did not give me an estimate and #2 did not give me opportunity to find my own repair person if I was going to be responsible for it
Thank you for the ability to respond to this above stated issue.
The resident of xxxxx, contacted our office originally with a garage door concerns seeing as while having the door close a broom handle had stopped the door from completely closing. Due to this broom handle the tenant needed to get a neighbor to help remove one of the arms on the door and remove 2 panels from the top of the door to get it to close. This maintenance request was forwarded to the owner who immediately contact a professional garage door company who has been in business for 30 years to do the repair / replacement. When the tech arrived at the home for the repair / replacement he was met by the owner. A new garage door was issued for replacement and the order and install came as quickly as possible. The replacement was only the arm and the door, the motor nor the sensor where in need of replacement. The door was tested and considered working correctly per the experienced tech. Shortly after this Ms. xxxxx contacted our office via email ( Friday, May 2, 2014 @ 14:38:48) and stated that there were additional concerns with the door as it was not working properly and it would not return to it's up position if something gets in the way. She tested it several times and it was not working. We responded to Ms. xxxxx right away and informed her that the information was forwarded to the owner for him to get the contractor who installed the garage door to come back out to check the sensors. In this email send the tenant did state that she would be on vacation for a week and provided her personal email for communications as well as her work email. On May 8, 2014 at 11:34am email was received from Ms. xxxxx looking for an update as she was still out of town and left a cell number for information as well. She stated that there was a lock box on the house and that she could give us the code if we needed to get inside of the home. Our office responded on Thursday May 8, 2014 at 11:34am letting Ms xxxxx know that the owner is out of town as well and would not be back until the 12th and he had stated that he would check it out and call the installers when he got back. As the owner handled this repair and payment and us as Property Managers did not have this information. Ms. xxxxx responded that she felt that 3 weeks to order and replace the original request and now 2 weeks to review and have this fixed is way too long. She went on the state that if this was not resolved by the 16th of May should would have to move. Redman Properties Inc responded at 1:36pm on the 8th day Of May, 2014, that we understand her frustrations and that is have the right to supply her 30 day notice if she feels this is warranted. We went into discussion of the time frame in which everything was handled and that we are attempting to get a resolution for her concerns.We instructed her that we are working for the owner and we are on his time schedule seeing as he was the one in charge of taking care of this repair per his request. Ms. xxxxx responded from her personal email at 3:41pm the same day with her discouragement on the delay and amount of time it is taking to get anything resolved.She stated that a full month from the original break to the May 16th date is way too long for something to be handled. She expressed her apologies for the tones of her emails and looked forward to hearing back from us. She stated that it's not necessarily that she wants to move or deal with all that goes on with it but would like to have a management company that is concerned about making the tenant happy. Again in our previous email to Ms. xxxxx we did inform her that our contract is with the owner of the property and we must perform the task that he directs us to do so.
The morning of Monday May 19, 2014 at 10:28am we received an email from Ms xxxxx, stating that she is sending the email as a formal 30 day notice for leaving the rental home for poor customer service in reference to the repairs. We responded Monday May 19, 2014 @ 11:16am stating that we were in receipt of her email and that we do not feel that our office has not responded to her request as we have been in non stop email communications regarding this matter. We acknowledge her 30 notice and would like for her to make arrangement to provide the keys and a forwarding address. On Monday May 19, 2014 at 1:19pm Redman Properties Inc sent and email to Ms xxxxx letting her know that the company and the owner's wife would be at the home in 20 minutes. Asked for the code to the lock box so if they needed to get in it would be possible. We did not get a response from Ms xxxxx with this information requested. On May 19, 2014 @ 2:39pm Redman Properties Inc sent and email to Ms xxxxx after speaking with the Owner's Wife and the Tech that perform the original complete door replacement in April 2014. The door will be able to be repaired at a cost of $550 due to the damage that was created from the broom handle that stopped and broke the new door that was replaced. The tech, the owner, and his wife stated that they felt this cost is the tenant due to the broom handle. On Tuesday, May 20, 2014 at 8:44am we received and email from Ms xxxxx stating that when she arrived home from work the door was repaired, but it still does not have a pressure sensor. Ms xxxxx supplied an website and quoted US federal law information. All this information was forwarded to the owner(s) for their review. The owner(s) contacted the garage door tech and discussed the concerns presented in the email and decided that the original decision still stands as the door is working properly and the cost is still the cost to the tenant.
May 22, 2014 at 9:16am Redman Properties Inc received and email form Ms xxxxx with questions about the garage door and if the person who installed it and the owner to please have a meeting with her so that she could show them what she was talking about, what was missing from the garage door. Redman Properties responded at 10:45am that we were out of the office and we would forward the email to the owner and get with her on the 27th for discussion.
On Friday, May 30, 2014 at 12:46pm Redman Properties send an email to Ms xxxxx stating that we did discuss this matte with the owner and the garage door tech and both parties feel that the work performed has met all requirements and a meeting will not change the outcome for the situation. Ms xxxxx was given the option of a payment plan to help with budgeting the repair cost the owner(s) understand that this is an unforeseen expense. She was given the ability for the repair cost to broken into 4 monthly payments to be included with the months rent in the amount of $137.50 additional. We thanked her for her patience. There has not been any further communication with Ms xxxxx to today's date.
Redman Properties Inc does not feel that this is a vaild complaint as we have stated the email dates and times we have spoken with Ms xxxxx and there are several noted phone conversations as well. We feel that the issue at hand with Ms xxxxx is between the tenant and the landlord and their decision and not with the performance of Redman Properties Inc.
Again, Thank you for the opportunity to respond.