ComplaintsforCaptain Cook Real Estate

• Initial Complaint

  06/22/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I rented an apartment through this agency at ***************************************. The realtor for this particular people that is *************************. Upon leaving I was charged for repairs to the garbage disposal that didnt work when I moved in, as well as a ****** on the exterior of the apartment. Further, i was charged an excessive cleaning fee. Upon contacting ******************, he refused to refund even in part the fees I was charged.

  

  Business response

  07/08/2022

  Aloha All,
  
  There are three (3) separate issues to address: 
  
  
  1) Outside Louvers - Three (3) were broken and it seemed that someone, at least on one occasion, broke them to get into the unit.  They were not broken when the Tenant moved in.  They were fixed, inexpensively,  by the Buildings Maintenance person for a very reasonable $42.00.  Easily $100.00 for an outside company (See pictures)
  
  
  2) Clogged Drains - Due to the Disposal not being fixed.  On a few occasions - I tried to coordinate scheduling with the Tenant to have the disposal fixed.  The Tenant never responded and never gave a date when she was available.  It seemed that it wasn't much of an issue as she did not make the time to schedule the repair.  After she vacated the unit the New Tenant ran the dishwasher and lots of ***** Water and sewage started to back flow into the sink and dishwasher.  Apparently the Tenant did not use the dishwasher.  
  
  The Total cost of Unclogging the Drains and Replacement of the Disposal was: $251.82 - Of which we only charged the Tenant: $100.00 (Labor Only).  I also informed the Tenant that if we used a Licensed Plumber, which some buildings require, we would have easily had to pay $800 - $900.00. Furthermore:
  
  As per the Terms of our Lease and **** Addendum - Which was Signed and Agreed to by the Tenant:  
  
  10) After (1) week - If Drains are Clogged or The Garbage Disposal is jammed - It shall be the Tenants Responsibility to have them unclogged and repaired.
  
  13 - f.)  If Tenant does not use the dishwasher regularly, it often breaks or gaskets become old.  Tenant must run the dishwasher at least once a month to prevent the motor from freezing; otherwise,Tenant may be responsible for such damage.
  
  13 - i.)  Tenant is responsible for the cost of maintaining and clearing all water drains after one week from the original date of this lease.
  
  
  In Summary, the Tenant is in Violation of all (3) of the above Terms that she agreed to in writing - And we are not even charging her for the Garbage Disposal. 
  
  
  
  3) The Cleaning Fee - The Unit needed lots of Overall Cleaning.  It had NOT been Professionally Cleaned.  It took the Cleaner at least six (6) hours to thoroughly clean the unit.  The Tenant believes that the Cleaning should only have been two (2) hours - And doesn't want to think otherwise - In spite of my trying to politely explain.  Furthermore - As per the **** Addendum which was accepted and signed by the Tenant:
  
   12.  Move out procedure:  Tenancy ends at 5:00 p.m. on the last day of your lease. All unit, cabinets and floors cleaning must be completed by 5:00 p.m. on the last day of your lease with all keys returned to ****.  UPON MOVE-OUT:  CLEANING IS TO BE DONE BY A PROFESSIONAL CLEANING COMPANY, AND UNIT MUST BE PROFESSIONALLY CLEANED BY A COMPANY CHOSEN BY CAPTAIN COOK REAL ESTATE. Vacancy becomes effective as of the day all keys are returned to the agent.  If not, you may be charged per day for possession of the property.
  
  $300.00 is a DEAL for a (1) Bedroom Furnished Unit.  The Cleaning charges are from a 3rd ************* as well.
  
  
  

  Customer response

  07/12/2022

   
  Complaint: 17462702
  
  I am rejecting this response because: 1. I am not responsible for damage to the exterior of the apartment. No one has access to the exterior of the apartment without using a key fob both at the exterior gate of the property and to access the elevator. In our conversation, the realtor claimed one broken louver. He is now exaggerating to three.  The number of broken louvers is, frankly, irrelevant as the damage was outside of the unit. 2. The realtor was advised on multiple occasions the dishwasher was backing ** in to the sink. The garbage disposal did not work for the duration of the lease and the realty company made no effort to correct the problem.  The dishwasher was run regularly - approximately once a week if not more frequently. As noted in the attachment, it seems that Id used the dishwasher. 3.  The realtor advised me when I contacted him for move out procedures (approximately one month before move out date) that they customarily hire a professional cleaner. This was not stipulated in the lease or communicated to me at any point prior. Because they opted to hire their own cleaner, I didnt do the same or do a detailed cleaning job. The cleaner simply had to sweep and mop the floors, wipe down surfaces and dust. That is in no way a 6 hour cleaning job. Further, the realtor alleges he did a number of cleaning jobs himself, also noted in the attachments. If he was doing the work of the cleaning company, the time certainly doesnt add up to 6 hours of labor. This is a small one bedroom apartment, not a multiple room unit that would require a lengthy scrub. The laundry was done, the trash was taken out, there were no items left in the unit to be removed, this was a simple cleaning job. 
  
  Sincerely,
  
  *****************************

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