Complaints

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:10/01/2025

  Type:Product Issues
  Status:

  UnansweredMore 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.

  I rented an apartment at *************************************************************************************. I gave the Landlord (Evernest) notice well in advance of my departure, following the terms of my rental agreement. I called Evernest and told them I would be completely out of my apartment on Friday, August 1st of 2025. Evernest charged me $99 for "parking and pest control for Saturday, Sunday, and Monday". This makes NO sense! When I called and disputed this, they kicked me out of my account and then said they were increasing the amount to $130 because I did not pay the $99. They said I had to "wire" them the money.Furthermore, I never received ANY notice regarding the return of my Security Deposit, which was to be returned WITHIN 60 days of moving out. I called Evernest on 9/30/2025 and they said it will be returned. Today, 10/1/2025, I receive an email that they are keeping my deposit because I did not have the apt cleaned to "hotel standards". My ********** cleaned the apt, took pics, videos. You could eat off the floors is was soon clean.Evernest is fleecing its tenants!

• Initial Complaint

  Date:09/30/2025

  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.

  I recently signed a lease with Evernest Property Management for a townhouse located at **************************************************. In the apartment's listing online, it said that the property had a fenced-in backyard, as well as an **************** for $65.99 per month. I paid $1.99 to tour the apartment, at which time I learned that there was no fenced in yard. When I raised this concern, I was not offered lower rent, but other properties with a fenced yard. In the leasing process, I was required to call and speak with their onboarding concierge service, who confirmed the $65.99/month internet package. After signing the lease, I was told that the Internet package is not offered. They have been unwilling to adjust the monthly rent despite this. I believe this is a case of false advertising.

  Business Response

  Date: 10/06/2025

  Response to Complaint from ****** G. *******
  We appreciate the opportunity to respond to Ms. ******** concerns regarding her recent move-in at ***********************************************************************************

  Advertising & Property Details:
  Our marketing description for this unit was accurate and consistent with the information available at the time of posting. The listing noted a fenced yard, which refers to the fencing around the multifamily townhome building as a whole. Because the property owner provides lawn care, the yards are shared and not individually fenced. During her tour, our representative explained this and also offered alternative homes with private fenced yards, should that feature be a priority.
  Regarding the internet service, our advertising states: 1 Gig internet service for $65.95/month. Please confirm service availability with our team before activation. This service is optional, location-dependent, and billed separately from rent. It is not included in the monthly rental rate, and it is not guaranteed at every property. Our leasing team clarified this with Ms. ******* before she submitted her application.

  
  Application & Lease Decision:
  Despite these clarifications, Ms. ******* chose to proceed with her application and was approved. Before move-in, we offered her the option to cancel her lease without penalty and receive a full refund of any amounts paid if she felt the home did not meet her expectations. She declined this option and opted to proceed with occupancy.
  
  Ongoing Concern:
  After moving in, Ms. ******* requested a $100/month rent reduction, citing her belief that internet service was included in the rent. While we understand her perspective, this request is not supported by the advertising language, her signed lease, or the communications exchanged before move-in.
  
  Conclusion:
  Evernest strives to be transparent and fair in all marketing, leasing, and management practices. In this case, we made every effort to provide accurate information, offered alternative housing options, and allowed Ms. ******* to withdraw before move-in. We remain committed to addressing resident concerns promptly and respectfully, but a rent reduction in this case is not warranted.
  
  We respectfully request that this complaint be closed as resolved.
  

  Customer Answer

  Date: 10/06/2025

   
  Complaint: 23954347
  
  I appreciate Evernests response, but several points are inaccurate or incomplete.
  
  Fenced Yard:
  The online listing specifically stated that the unit included a fenced-in backyard. During my tour, I pointed out that there was no fenced yard, and the representative said this was a mistake in the listing. That confirms the advertisement was inaccurate (proven in the image attached by Evernest). As stated in the emails, the lack of a fenced yard was not a dealbreaker for me, however it was still falsely advertised.

  Internet Service:
  I did confirm internet availability with Evernests own concierge service, ****** *****, on 10/23. She placed me on hold to verify and then confirmed that the $65/month internet package was offered for this property. After signing my lease, I learned this service is not available. That is a misrepresentation that I relied on when deciding to rent the unit.

  Lease Exit Option:
  I was told I could terminate my lease only by paying either three months rent or, later, by forfeiting my security deposit, application fee, and administrative fee ($1,415 in total). At no point was I offered a full refund without penalty.
  
  I am not requesting anything unreasonable, only a modest rent reduction to offset the loss of a service that was both advertised and verbally confirmed. The companys explanation does not reflect what was actually communicated to me before signing.
  
  Sincerely,
  
  ****** ********

  Business Response

  Date: 10/15/2025

  Response to Customer Rebuttal Complaint ID ********
  We appreciate the opportunity to provide additional clarification regarding Ms. ********* concerns.
  
  
  Fenced Yard:
  The online listing noted a fenced yard, which refers to the perimeter fencing surrounding the multi-unit property. During her tour, our leasing representative explained that the fencing was shared and did not enclose individual yards. This clarification was provided prior to her application, and alternative properties with private fenced yards were offered at that time. Ms. ******** acknowledged this distinction and elected to continue with the leasing process.
  
  
  Internet Service:
  Our advertising for this unit included the following note: 1 Gig internet available for $65.95/month please confirm service availability before activation. This wording is included because internet availability varies by location and provider coverage zones. The service is optional, not included in rent, and not guaranteed. Although our concierge team provided information based on available records, we later learned that the provider does not service this specific address. This was communicated to Ms. ******** before move-in, and she was again given the option to cancel the lease if this feature was essential to her decision.
  
  
  Lease Exit Options:
  Before occupancy, our team made every effort to resolve Ms. ********* concerns and avoid dissatisfaction. Because the lease had already been executed, she was informed that she could still cancel the agreement prior to move-in with a refund of all amounts paid except the security deposit, or at the owners discretion, 50% of it. She declined this option and chose to proceed with move-in. Under the terms of the lease, she may still elect to terminate early, but doing so would result in forfeiture of the security deposit and prorated rent for the days of occupancy, in accordance with standard lease policy.
  
  
  Summary:
  Evernest acted transparently and in good faith throughout this process. The information provided in the listing and through our leasing and concierge teams was accurate to the best of our knowledge at the time, and Ms. ******** was given multiple opportunities to withdraw prior to move-in. Her current request for a $100 monthly rent reduction is not supported by the lease agreement or marketing representations.
  We consider this matter addressed and respectfully request that the complaint be marked as resolved.

  All communications and documents supporting our answer were shared in our previous response.
  

• Initial Complaint

  Date:06/17/2025

  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.

  I moved into a rental unit that Evernest Property Management owns. The home has had numerous issues, including safety concerns. When I toured the home there were no utilities but it looked like a decent place for the price so I applied. I was approved. I was scheduled to move in April 21, ************************************************* to get the power cut on so they could perform an inspection to ensure the home was ready. I had no problem with it, I had the power turned on the next day. I was told the property was ready for move in. It has been nothing but issues since I moved in. The house was infested with spiders, the refrigerator was broken and gave off a foul smell, the a/c didnt work, filters had not been replaced, there was no power in one bathroom and barely any any working outlets throughout the house, and the bathtub line was disconnected so when you drain the tub it leaked all into the crawl space. There was this mildew like smell, I placed a minute ace requested and the tech confirmed there was mold in the crawl space, this person also confirmed that my water heater was leaking and the vent hose was incorrect, it was not fixed yet another person was sent out and confirmed the severity of the mold and told me it was not safe for my family to be here. Two other techs were sent out bout the water heater, the last tech confirmed that it is a fire hazard, it does not have a s*** off valve, a pan, and it is installed incorrectly. It is still not fixed leaving my children and I to live in a unsafe home. They move with no sense of urgency.

  Business Response

  Date: 06/27/2025

  Dear ******,

  Thank you for taking the time to share your experience. We sincerely regret the challenges you and your family have encountered since moving into the property. Your concernsparticularly regarding safety, sanitation, and delays in repairsare valid and deeply concerning to us.

  Please know that your complaint has been escalated for internal review. Were currently coordinating with the property owner and our service vendors to ensure that all outstanding issues are addressed promptly and appropriately. Our team is also reviewing the timeline of all maintenance efforts and communication to identify where we fell short and how we can improve.

  We understand how stressful this has been, especially with young children in the home. Your voice matters, and were committed to finding a resolution that prioritizes your familys safety and peace of mind.

  The property management team responsible for 6337 Veracruse Drive has been updated regarding this matter, and we encourage you to continue working with your assigned coordinator, Jennina, for real-time updates.

  Best *****************start="1235" data-end="1238">Evernest Management

• Initial Complaint

  Date:06/17/2025

  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.

  . I am a tenant at property ********************************************* .it been a total of 10 days that I have not had any working ac in my home . I have a young child and my house is currently 96 degrees .To say that this has been the worst property management is an understatement ! I am paying 2200 a month and I can not have any working ac . I been having to go out my way and buy hotels , that Im not able to afford , to keep my child and I safe . I have spoken to my resident coordinator and she has not been helpful . My property manager will not return my calls . Unfortunately I feel as though I made a horrible decision renting from you guys .I will take this further with action !!

  Business Response

  Date: 06/26/2025

  At Evernest we pride ourselves on providing the best tenant experience.   

  There are multiple ways for tenants to reach out to us - we have a complete set of tools and procedures to make a tenant's stay with us more comfortable. Our website is available to submit any maintenance requests, pay rent, or just to drop us a line.  Our property managers are accessible via email, phone and through our call center.  We take HVAC issues particularly seriously and they are addressed as quickly as possible.

  We are sorry for any difficulty Ms. ****** had in contacting our **.  Our records do not show any calls either from Ms. ******* directly to the ** or to the call center.  Our **  was only made aware of *** ******** frustration when contacted via email. The ** responded, letting her know we were actively working to get the issue resolved and that a credit would be issued once completed.
  
  6/6/25, 6:16 **: Initial HVAC report received. Troubleshooting steps were sent to the tenant while we awaited their response.
  6/9/25, 7:08 AM: Tenant responded. We immediately dispatched the vendor.
  6/10/25: Vendor submitted estimate and completed the job the same day.
  6/12/25, 3:15 **: A new work order was submitted by the tenant reporting continued HVAC issues.
  6/13/25: Vendor was sent back as a callback and identified new issues. A new estimate was submitted on 6/16/25.
  Due to concerns with service quality, we decided to use a different vendor.
  6/17/25, 10:19 AM: A new work order was opened to dispatch another vendor.
  6/18/25, 4:30 **: After several rejections, we secured a tech to inspect the unit.
  The necessary part was ordered and required a few days to arrive.
  6/23/25: The job was completed, and the tenant confirmed everything was working properly.

   

  
  

  Customer Answer

  Date: 07/01/2025

   
  Complaint: 23481870
  
  I am rejecting this response because:
    
  

  I am currently waiting to be reimbursed for my hotel fees or an adjustment on rent . I was out of the property for 3 weeks. Due to not having any air in extreme temperatures.. 

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

  Business Response

  Date: 07/14/2025

  We take HVAC issues particularly seriously and they are addressed as quickly as possible.  That was the case with *** ******.  
  

  Our team directly covered the hotel stay for *** ****** for the nights of June 19, 20, 21, and 22.  In addition, we will credit rent for the 11 additional days she was displaced.
  The monthly rent is $2,095.00. Based on a 31-day month, the daily rate is approximately $67.58, bringing the total credit for 11 days to $741.13

  
  

• Initial Complaint

  Date:05/21/2025

  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.

  In April I submitted a very specific work order that a previous tenant left their washer dry connections on the wall of the property that would not come off due to being worn down they came out to do work completed work then weeks later they charged me 150 then two week later lied and tried to charge me again for another work order after I told them I had proof they were lying they then removed that charge but wont remove the other

  Business Response

  Date: 05/30/2025

  Hello Ms. *********************** you for submitting your concern to the Better Business Bureau. We have carefully reviewed your account, service records, and associated maintenance history.

  Per your request, our vendor was dispatched to assist with connecting your personal washer machine to the units water supply. The service technician documented that no repairs or issues with the propertys plumbing connections were found. The connections were fully functional at move-in, and no pre-existing damage was reported during your initial inspection.

  As outlined in your lease agreement, the installation and hookup of tenant-owned appliances remains a tenant responsibility. The associated charge reflects the cost of the service visit performed at your request to assist with the washer installation.

  We appreciate your feedback and have ensured that all records accurately reflect the service performed.

  Best *****************start="2345" data-end="2348"> Evernest Management

  Customer Answer

  Date: 06/02/2025

   
  Complaint: 23361446
  
  I am rejecting this response because: I was very clear on my work order what the issue was prior to them arriving if that was outside of your scope or there was a charge attached that shouldve been notified to me before the work was done. He took a look at the stripped tubes that were left on from the previous tenant still attached to the wall, he looked at the  problem took the tubes with them and they charged me $150 later I didnt receive another invoice regarding another work order that one of your maintenance men straight up lied and said that I left early to go tend to my son and try to charge me an additional $112 when he left on his own accord because he did not have the proper tools to handle the electrical issue so theres clearly a flaw in your system 
  
  Sincerely,
  
  ******** **********

• Initial Complaint

  Date:05/07/2025

  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.

  This company managed a property that I was seeking to rent. They took $3800, but did not complete their steps in the process of getting me into the property, resulting in my family becoming homeless for up to 30 days while they figured it out. When I sought housing elsewhere, they are informing me that I owe them an additional sum of money around $7000 because I broke the lease - on a townhouse that I am not able to access or live in.

  Business Response

  Date: 05/12/2025

  Hello ****** ****,

  Thank you for your message. We regret to hear of your dissatisfaction and appreciate the opportunity to clarify the status of your lease agreement for *************************************************************************************

  As outlined in Section 1.3 of the signed Residential Rental Agreement, the lease term began on May 2, 2025, and is scheduled to end on May 1, 2026. This lease remains legally binding and enforceable unless properly terminated under the provisions stated in the agreement.
  Regarding the ********************** (***), your lease clearly assigns compliance responsibility to the tenant. As stated in Section 10.1 *** Addendum:
  Tenant acknowledges that Tenant has received a copy of, read, understood and agrees to abide by all *** rules and regulations Landlord may charge back any fines or other charges assessed due to Tenants non-compliance with the *** Rules.
  This includes responsibility for timely follow-up with the *** to ensure any required applications or approvals for occupancy are completed. The landlord is not responsible for delays associated with the ***s processes or communication.
  Concerning your request to cancel the lease and receive a full refund: the lease does not permit unilateral cancellation. As outlined in Section 1.21 and the Fee Schedule, early termination initiated by the tenant requires:
  60-day written notice
  An Early Termination Fee equal to three months rent
  Payment of rent during the 60-day notice period
  Responsibility for any damages above normal wear and tear
  Unless the lease is terminated according to these requirements, it remains in effect. Refunds are not authorized outside of these conditions.
  We understand the disruption this has caused and remain committed to working with you in accordance with the lease. Should you choose to proceed with formal early termination, we will provide a breakdown of applicable charges and any potential refundable amounts following full compliance.

• Initial Complaint

  Date:04/17/2025

  Type:Service or Repair Issues
  Status:

  UnansweredMore 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.

  Same issue. I still havent received my money from the last complaint I placed. I wasnt satisfied with the response that was given from *********** All of that extra fluff without giving an answer as to when I will receive my money. If you, *** *****, were in my shoes, you would be doing the exact same thing as me trying to get what you deserve. And the so called assigned associate that you stated has been communicating with me hasnt been. She doesnt answer the phone nor emails. All I want is my money that I am Owed. My money that I spent because YOUR terrible company couldnt find people to repair the damages. It shouldnt take this long for a reimbursement/rent credit . Your responses mean nothing to me being that there is no solution.

• Initial Complaint

  Date:04/11/2025

  Type:Billing Issues
  Status:

  UnansweredMore 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.

  I have been having an insane amount of issues with my property manager. I am being charged for work on my house I'm renting out that was never done. I started reaching out and he said we are working on it over and over again this was 3 months ago and NO progress has been made. Now he doesn't answer my calls or emails and when I call into the front desk they say they are legally not allowed to transfer my call to anyone other than this property manager so I am currently paying $200 per month while they are also stealing money from me and I can't even get in touch with the guy. I have NEVER had such a bad experience with the company. i have caught them in lies multiple times.. caught their contractors overcharging me (I asked about pricing one time once they had already charged my account for the bill and they said... oh sorry that was a typo it shouldn't have been to high) and they have also charged my account for work that was never done... I need my money back and to move on but I can't even get in touch with them at this point.

• Initial Complaint

  Date:04/09/2025

  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.

  I currently reside in a property manager by Evernest Property management. I moved in 12/15/2023 and currently am living here. In December 2024 the electricity was taken out of my name and put into Evernest and in February 2025 the water was taken out of my name and put into Evernests name. I was able to put the utilities back in my name being charged $150 which I was told would be taken out of the rent which I have paid on time every month. The problem is that I am being charged for the utilities and the water plus $310 for late fees, plus the bills. I was told that I must pay $147 per month for the next three months. I explained how this was not my fault nor should I have to pay late charges. I will pay the water bills that I used, but the charges are so convoluted I don't know what is what. I also have had several tree branches fall on the roof, my car, and my neighbors house without them cutting the tree down. I also as for Evernest to replace the flooring in several parts of the house as they are cracked and I put rugs on top of them so my four year old wont cut her foot or me cut my foot again. I have documentation from all conversations associated with these issues. I was told that they will investigate; after taking six (6) to tell me about the utilities Evernest still did not tell me why this happened nor do they take responsibility for their mistakes.

  Business Response

  Date: 04/28/2025

  Hello Dikeeshea,

  This is ***** ******* from the Evernest Management Team. Im reaching out to provide an update and clarification regarding the concerns you recently raised.

  First, Id like to address your questions about the utility charges. Could you please clarify what you were informed when you contacted the water company? From our review, the bill was already forwarded to us and appropriately billed to your account. If you could provide more details on any remaining balance they mentioned, we would be happy to further investigate this for you.

  Regarding the escalation of your concerns, please know that your account and situation were thoroughly reviewed by both our management team and property owners. All the information I am relaying to you has been carefully considered and vetted through multiple levels of review to ensure accuracy.

  Lastly, Im pleased to inform you that the late fees previously charged to your account have been credited. Please note, however, that future late fees may still apply if there are outstanding balances on your account at the time rent is due.

  Thank you again for your patience and for allowing us the opportunity to work through these matters with you.

  Best *****************start="1472" data-end="1475">Evernest Management

• Initial Complaint

  Date:01/22/2025

  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.

  I have been under this property management since August 2024.There have been electrical issues since I moved in. The light bulbs blow out and Im constantly replacing them. The breaker box trips constantly. I have reported these concerns to the management company and nothing has been resolved.Also, there were shelving units in the bedroom closet that were loose/improperly installed and they fell. Its three shelving units and each unit has had an issue. This is noted in my move in report. I have been charged $220 for a shelf to be fixed and reinstalled and also a shelf was improperly installed so I put in a maintenance request for that and was charged another $220. I have provided the company with video proof as well as photos and they keep denying the claim. I even emailed letting them know that the shelf didnt attach to the wall properly and I wanted to get it fixed without being charged and they told me to submit the request.I paid rent on 1/5. They took the maintenance fees from rent, and charged me a rent late fee. That was reversed but I was sent a pre eviction notice although its been paid. They have consistently refused to help me with the electrical issue. They also will not remove the fee. I feel as though I am being taken advantage of.

  Business Response

  Date: 01/27/2025

  All issues reported from the move-in date were promptly assessed and repaired, with no charges incurred by the tenant for these services.
  Below is a detailed timeline of the events regarding the closet shelves and an explanation of why the charge was applied to the tenant for the most recent repair:

  Initial Work Order (08/09/2024):
  The tenant reported an issue with the closet shelves, and we promptly dispatched a vendor to assess and repair the damage.
  The shelves were repaired, and we did not charge the tenant for this service. Attached are date-stamped photos showing the status of the shelves before and after the repair, as well as the invoice for this visit.

  Second Work Order (09/25/2024):
  The tenant reported the closet shelves falling again, and we dispatched a vendor for repairs.
  The shelves were repaired and properly installed once more. Again, the tenant was not charged for this service. Attached are date-stamped photos of the shelves before and after the repair, along with the corresponding invoice for this visit, demonstrating that they were left in proper working condition by the vendor.

  Third Work Order (11/15/2024):
  The tenant reported that the closet shelves had fallen once again.
  In our response to the tenant, we explained that if the issue was determined to be caused by misuse, abuse, or negligence, the tenant would be responsible for the repair costs, including any associated trip fees for missed appointments.

  Upon inspection, the vendor found that the shelves had been overloaded with excessive weight, which caused them to fall. Based on the evidence gathered, including date-stamped photos from previous repairs showing the shelves in good condition, it was clear that the recurring issue was due to tenant misuse.
  As a result, the tenant was charged for this repair. Attached are the date-stamped photos from the vendors inspection and repair, along with the invoice for this visit.

  It is important to note that the tenant was not charged for any previous work orders related to this issue. The decision to charge for the third repair was based on clear evidence and the repeated nature of the problem caused by overloading the shelves. All invoices from each vendor visit and repair have been included for your review.