ComplaintsforTNT Flinchum Property Management Corp.

• Initial Complaint

  12/29/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  Please review the Statement of Security Deposit refund upload as the refund amount to me is not adding up with the corresponding invoices that TNT send us. The total security deposit paid and held was $455.00 for each girl (three girls/bedrooms in apt) . The invoice that charged us for General Maintenance was a total of $205.00 divided by three so we were each charged $68.33. Although I believe that was too much at least they divided it equally. Then there was the invoice from Classic Cleaning and Painting for a total of $150.00. We were all deducted that full amount of $150.00 each plus all three were charged an additional $50.00 Carpet cleaning fee) and also a $33.33 painting fee (no supporting documentation given). These girls lived in the apartment for two years and had no physical damage except for a few screw holes. I have called several times and left messages as they DO NOT answer calls or return them. At fist when we were questioning they said that we should only have one representative call/email and that we did however we did not get a timely or fair response doing it that way. Can you please advise on what we should do or how to get more of our security deposit back for my daughter? Thank you for your help.

  

  Business response

  01/03/2022

  It is our Company Policy not to discuss Security Deposit Disputes over the phone--this was explained to you by our staff each of the times that you called.  That is why the Residents were instructed to submit a dispute in writing and the response was sent in writing.  Security Deposit Disputes are also only accepted from residents and all correspondence is addressed and directed towards the Residents.The $450.00 cleaning invoice was divided equally amongst the 3 residents giving a total of $150.00 per resident for cleaning (it is listed on the Security Deposit Refund Statement as "Cleaning Fee") .  The $150.00 invoice for carpet cleaning was divided equally amongst the 3 residents giving a total of $50.00 per resident for carpet cleaning (it is listed on the Security Deposit Refund Statement as "Carpet Cleaning Fee").  If you refer to the Move Out Inspection Notes that were sent to you previously, you will see the areas that were noted as "C" for needs cleaning, "R" for needs repair/replacement, or "D" for damaged.  If you review the pictures taken during the Move Out Inspection (previously sent) you will see several areas of the walls/base molding that are stained/or discolored due to Resident negligence.  Those areas needed extra painting/priming than the normal painting that is completed during Resident turnover.  That $100 fee was divided equally amongst the 3 residents giving a total of $33.33 per resident (it is listed on the Security Deposit Refund Statement as "painting fee").  All deductions from the Security Deposit were divided equally amongst the 3 residents in accordance with the Lease Terms.  As stated previously in your dispute response letter, the amount returned to the residents is correct--they were charged only for things that they are responsible for per the Terms of the Lease.  No additional refunds will be made for this deposit dispute.  Thank you.

• Initial Complaint

  12/28/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Had a Apartment Rental with business and our security deposit was not fully reimbursed for completely invalid reasons to ask when a tenant moved out. Large amount was withheld for cleaning fees when the tenants cleaned througouhly. Example: Re installing a lightbulb for no reason, sweeping the (public) outside if the complex

  

  Business response

  12/29/2021

  An explanation of the charges was provided to these individuals in the security deposit dispute response letter that was mailed to them on 12/27/2021.  Invoices/statements were also provided with the Statement of Security Deposit Refund that was mailed to them on 09/23/2021.  When the move out inspection took place on 07/29/2021, there were several areas of the residence that were in need of cleaning.  These were indicated on the Move Out Inspection Notes (a copy was provided on 12/27/2021).  In order to correct these cleaning needs (in accordance with the Lease Terms), a cleaning crew was hired.  These cleaning crews are outside contractors and our company has no influence or control over how much they charge for their services.  Vacating Residents may avoid these charges by following the Lease Terms (including the Vacating Requirements).  Pictures of the condition of the apartment were provided to the individuals in the letter that was mailed to them on 12/27/2021.  The Lease Terms also state "If Resident fails to schedule and/or attend move-out inspection, this shall constitute concurrence by Resident of Owner/Management's assessment of charges for damages and/or cleaning."  None of the Residents requested a Move Out Inspection appointment.  The Lease Terms also state "In the event a Resident elects to contest final damage charges assessed by the Owner, and the Resident was not present for the final move out inspection of the premises, Resident agrees that Owner may charge a $50 administrative fee to retrieve and copy inspection records."  We did not charge this fee as a courtesy, even though the Terms of the Lease allow.  The "Job Work Order" shows the repairs that were completed during the turning of the residence.  These vacating Residents were charged materials & labor costs associated with the replacement of 2 sets of blinds (broken) and the HVAC filter (filthy).  These are the only maintenance-related charges they were charged for.  Residents should review the Lease Terms, Vacating Requirements, and any invoices/statements provided to them for further clarification.  

• Initial Complaint

  12/22/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  The above named property manager has kept back majority of apartment security deposit from 3 college students and their family amounting to $900 . Have emailed a formal complaint to the manager as was required and requested details regarding the extreme damage to apartment amounting to that much security deposit withheld , and have received no reply . All 3 families have made repeated calls to the property manager for information and resolution , but no returned calls. The apartment was cleaned by all families upon exiting , and was in excellent condition. We were charged a cleaning fee out of our deposit which usually is landlord responsibility between tenants. The security deposit was $450 x 3 for 1 apartment , and we feel all 3 tenants should receive back their deposits.

  

  Business response

  12/23/2021

  The Security Deposit Dispute for this residence was finalized and mailed via US Mail today (12/23/2021). This dispute was submitted to our office on 11/02/2021 and was processed in the order in which it was received. The letter was mailed to the former Residents at the forwarding addresses provided at move out. Just as the former Residents needed time to process their Refund Statements after receiving them and submit a dispute, our company also needed time to process in order to be able to properly respond. Please continue to check the US Mail for the Dispute Response. Thank you.

  Customer response

  12/28/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. We received today response stating apartment filthy and with numerous pictures regarding cleanliness of apartment. 2/3 families cleaned apmt but this does Not relate to the severe damage of apartment that would hold back security deposit money. We did not receive this info earlier , do not know when these pictures were taken , no date on them.  We vacated end of May , 1 student lingered to early June , keys were issued , and we were given no alert as to when apartment inspection would be x 3 families received no notice. At move- in requested a copy of lease , none given to 3 families. 9/23 was sent letter of work order , mostly cleaning and painting costs , these are landlord responsibilities. August new semester started with new tenants , 1 a friend of my daughter who stated blind in bedroom still broken that we were charged hundred dollars for and my daughter notified landlord was broken at move in , not fixed and we had to purchase her black out curtains. 19 yo college students should not be taken advantage of because of naïveté, we are discovering this is becoming common with college apartment landlords. Our security deposits should be returned to 3 families , I have been in consultation with all 3 but designated spokesperson . 

  

  Business response

  01/03/2022

  The pictures provided to you were taken during the Move Out Inspection which occurred on 07/29/2021.  As explained before, the last keys were turned in on 07/28/2021 and the move in inspection was conducted the following day.  Residents are not notified when the inspection will take place unless they request to be present (which these residents did not).  By law, the inspection must take place within 72 hours of the last keys being turned in (which was complied with).  We have no record of the residents requesting a copy of their lease from management.  Residents have 24/7 access to view their lease via the Resident Portal, which was explained in our dispute response letter that was sent.  Cleaning is not considered "normal wear and tear" and therefore if residents fail to clean their residence when they vacate, they are responsible for those charges.  This is also outlined in the Standard Vacating Checklist (as explained previously).  If you review the Move In Inspection Sheet that was provided to you, you will notice that there is no mention of a broken blind in any of the bedrooms.  If this was present at move in, it should've been noted properly by the residents so that it could be repaired.  Our records show that it was replaced by maintenance when the turn maintenance was completed in July.  As for information related to current residents or current leases, I cannot comment on this.  If those residents have maintenance issues to report, they should do so in accordance with their lease.  When residents sign their lease, they attest that they've read, understand, and agree to the Lease Terms.  As stated before, residents have 24/7 access to a copy of their lease via the Resident Portal.  No adjustments to the Security Deposit Refund will be made.  The residents are responsible for these charges in accordance with their Lease Terms.  These charges (with the exception of the Carpet Cleaning) could have been avoided if the residents followed the Lease Terms, including the Standard Vacating Checklist.  Thank you.

  Customer response

  01/03/2022

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. As I have stated before, as I also am a landlord, your business practices are shady as you did NOT do an initial walk through with any of the tenants as required and we did NOT receive a copy of assessment to look at . My daughter requested a paper copy of lease after signing it which you never provided , nor info about a portal . They did not notice the blind was broken until after move in , then notified you , also got ignored again and never fixed. If the blind was noted at initial assessment why did you not fix then? The one family , ****** family reported you did NOT allow them to be present at exit , you all stated it was not allowed due to Covid. The only thing in lease states carpet cleaning on professional level , we are not disputing that . We are disputing that you withheld $300 from 3 families for low cost issues . And we cleaned the apartment , even behind a refrigerator. You have not communicated  in the usual fashion throughout the entire process even when requested to. You have not submitted to us any info until a BBB and HUD formal complaints. It is a corrupt process you have going on and this is agreed upon by 3 families. My suggestion to you is to be honest and withhold a small amount security deposit ,not $900. 

  

  Business response

  01/06/2022

  Our company's policy regarding move in inspections is outlined in Item #16 of the Lease Addendum.  "Resident will receive and sign for a condition report on date of move-in, which must be completed by the Resident and returned to Owner within seven (7) days.  Failure to return condition report within the time allowed would result in Resident accepting the unit as-is and Resident will be responsible for all damages exceeding ordinary wear and tear that exists at the end of the Lease term during the move-out inspection.  Resident understands that Owner is not responsible for completing turnover work prior to the move-in date (i.e. carpet cleaning, maintenance repair, etc.) when there are less than five working days between the previous move-out date and the new commencement date."  No walkthroughs with Residents are conducted since our company has adopted a policy of allowing Residents to document in writing any previous damages, etc.  This is in full compliance with Virginia Law.  The Move In Inspection Report is available to Residents if they request a copy (these Residents did not).  A copy of this Inspection Report was provided in the Dispute Response Letter.  There is no record of any of these Residents requesting a copy of their lease from the Property Manager.  Residents are provided paper copies of their lease if they request it.  All 3 Residents utilized their online Resident Portals and have had 24/7 access to a copy of their lease since it was uploaded on 02/25/2020.  I have attached the last log-in dates for each of the Resident's Portals to this response for reference.  As stated before, no information regarding a broken blind was noted on the Move In Inspection Form.  Items that were noted and could be repaired/replaced were completed.  There are also no records to support that these Residents called in a maintenance request regarding a broken blind after move-in.  Residents are required to submit maintenance requests via phone while they reside with us.  Item #13 of the Lease Addendum covers the process for Move-Out Inspections.  It states (among other things) "Resident is encouraged to be present for the move-out inspection.  This must be requested in writing no later than 5:00pm at least 15 calendar days prior to the Lease expiration."  None of these Residents requested to be present in accordance with the Lease Terms.  The modifications to the In Person Inspection Policy due to the ongoing COVID-19 Pandemic would have been shared with these Residents had they properly requested to be present (which they did not).  There were several reminders that were shared with the Residents in the Lease Expiration Letter that was uploaded to their Resident Portal on 05/26/2021 (I've attached them to this response for reference).  A reminder text message was sent to all 3 Residents on 05/26/2021: "Please check your email.  We just sent you the Lease Expiration Reminder letter."  As noted by the pictures & Move Out Inspection Notes, there were several areas of the Residence that were not clean when the Move Out Inspection took place on 07/29/2021.  Once our office received the Security Deposit Dispute, it was responded in the order in which it was received.  While this may not have been in the time frame that the Residents wanted, it was responded to in accordance with our Company's Policy.  It is our Policy not to discuss Security Deposit Disputes over the phone at any time so that there is a proper written record regarding the dispute.  The Dispute Response was typed and mailed before our staff read any of the complaints submitted by the Residents or their families.  We have communicated with each Resident in accordance with the policy that was explained to them when they inquired about disputing the charges on their refund statement.  The Residents agreed to adhere to the Vacating Requirements or have deductions from their Security Deposits when they signed the Lease.  These Residents were also sent a reminder on 05/26/2021 (as stated previously) which contained an additional copy of the Standard Vacating Checklist.  Each of the Resident's Security Deposits (which were held individually--not collectively) had costs deducted from them that were justified through the Lease Terms.  No adjustments or refunds will be made since the Residents were responsible for the costs in accordance with the Lease Terms.  Thank you.

• Initial Complaint

  08/20/2021

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I was renting an apartment from TNT Realty Co. My lease ended so I moved out. However,I left the place clean, with no damage other than normal wear and tear. My dad came and assisted me in the moving process. He hired a carpet cleaning company to ensure the place was left in it’s original condition. At this time there were no damages to the carpet. My dad took pictures of the property as we left it. We received a final bill from this company and it had inflated charges for items that was not my responsibility such as landscaping, fees for changing the filter, damage to the carpet, and other items I will discuss once I am contacted. The agent (***)stated, he had pictures and would send, along with my final bill. He didn’t send the pictures to me-only the bill, which was written by him or at least from his company. I am requesting proof of these items I was billed for. I don’t feel this bill is valid. I also want to leave a public review. The company was very rude and unprofessional.

  

  Business response

  09/02/2021

  Good afternoon Mr. ****, In order to answer your complaint thoroughly and properly, we need a little more information from you: What was the address that you leased with us at? Have you submitted a Security Deposit Dispute through our office? Which charges from your Security Deposit Refund Statement are you disputing/requesting more information for? Once we receive this information we can begin a full review of your file in order to properly respond to your complaint.   Thank you, **** Assistant Property Manager

  Customer response

  09/07/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. I rented an apartment at **** ***** **** ******* **. I paid a deposit of $585.00. I am disputing all the following charges: $500.00 carpet damages, $85.00 general maintance, $75.00 filter, $150.00 move out late fee and an additional $20.00 per day fee. Ms ******** spoke with *** and he said he was going to provide her with pictures of the property in which he was billing us for and also a copy of the original lease I signed justifying the $75.00 filter fee and the $150.00 move out late fee with an accompanying $20.00 per day. He also said his billing lady charged us for the wrong apartment on the $85.00 bill, so that one is not ours but is has been no followup coorspondence from the company to discuss the remaining charges. I do not recall these two items being in the lease so I would like a copy. Also my dad spoke with *** and agreed to go to Radford and clean the apartment, in which we did. My dad hired professisonal carpet cleaners to come in and restore the carpets to almost new condition. There was normal wear and tear that had to be done such as painting but this was no damage. I do accept the $316.82 and the $60.00 late fee for rent which is a total of $376.82. However my deposit was $585.00. This company owes me $208.18. I know the condition of the property when we left and *** does too. He was there when we left and was very impressed. I have emailed the pictures to the company showing the way the property was left, so they have those in their possision. I am simply asking for justification for the items he is charging me for. Everything on these bills have been corrected in it original condition upon us leaving. I dont mind paying what we owe but I will not pay for items I am not responsible for. These inflated charges are invalid until pictures can be provided my the company. I am in great hopes that we can handle this honestly but if their is no fair agreement on their part we are prepared to go to court to resolve this issue. Regards, ***** ****

  

  Business response

  09/15/2021

  Mr. ****'s lease ended on 06/30/2021 and he informed the Radford Property Manager that he vacated the apartment and it was ready for inspection.  Mr. **** did not turn in the keys that day but returned them on 07/02/2021, which is almost 3 days after the lease actually ended.  When *** inspected the unit on 07/01/2021 he found the unit to be in poor condition with several items left.  *** called ******* **** (Mr. ****'s father) on 07/01/2021 to inform him of the condition of the apartment and to give him an opportunity to come down and see the condition for himself.  When ******* **** arrived at the Radford Office on 07/02/2021 he asked *** if he would allow him to do some cleaning and remove the items that were left in an attempt to remedy the situation.  ******* did some cleaning, removed the items, and hired an outside company to clean the carpets (which is not permitted per Section 20 of the Lease Addendum).  *** went back into the unit on 07/05/2021 to check the condition after arriving at the office to find the keys in the drop box that morning and found that the unit still needed a little bit of cleaning, maintenance issues to be resolved, and there were cigarette burns on the carpet.  ******* called *** and asked him how the apartment looks and *** told him that it "overall looks good but still needs a little bit of cleaning but we'll send the cleaning crew to take care of that and you can just pay for it".  A professional cleaner was contacted to take care of the cleaning issues (in accordance with Section 1 of the Standard Vacating Checklist)  Maintenance issues that were noted on the Move Out Inspection Form were completed by the TnT Maintenance Department (in accordance with Section 8 of the Lease Addendum).  When the Security Deposit Refund Statement was being processed, Mr. **** was accidentally charged the maintenance bill ($85.00) for a different apartment in that complex (the original bill is attached).  When the issue was caught, we informed Mr. **** that he was charged for the wrong bill (the correct bill is attached) but since the original mischarged bill was less expensive, we agreed to leave the amount the same.  The maintenance that Mr. **** should have been charged for (as seen in the work order) was for replacing a towel bar that was broken off the wall, putting up a smoke alarm that was taken off the wall, putting back the bathtub access panel that was off the wall, replacing 1 bulb that was out, tightening up the bathroom & kitchen sink faucet that was loose, and removing any trash left inside/outside the unit.  Mr. **** was also charged $150.00 out late fee & an additional $20.00 for the extra day that the keys remained in Mr. ****'s possession (in accordance with Section 12 of the Lease Addendum).  Mr. **** was charged $500.00 for the damage to the carpet which had cigarette burns in it.  In accordance with Section 16 of the Standard Vacating Checklist, Mr. **** should have been charged for the full cost of replacing the carpet in the unit.  *** decided to charge a reduced rate of $500.00 to cover the damages.  None of the items Mr. **** was charged for are considered "normal wear and tear".  At no time was our company obligated to allow Mr. **** or his family to enter back into the unit and make any corrections after vacating.  *** allowed this because of the family's military status and to try and make things as least costly on the family as possible.  If *** had not extended this courtesy, Mr. **** would have significantly more financial obligations from his contractual obligations that he did not fulfill.  A copy of Mr. ****'s Lease Agreement, the Move Out Inspection Notes, pictures from the original inspection (with annotations), and pictures provided by Mr. **** (with annotations) are attached for reference.  Documentation was shared directly with Mr. **** via email because the system would not allow it to be uploaded fully due to size contraints.

  Customer response

  09/17/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below:I am not agreeing with this at all. 1- I have requested photos on the carpet damage. I have provided TNT my photos which do no show cigeratte damage. I contacted the carpet cleaners and they do not recall carpet burns either. After speaking with legal counsel, another inspection should have been completed after we left, reflecting the new charges and bill. Although we appricate *** allowing us to fix the original circumstances of the property, what was the purpose if he still charges us for these items.2- I have requested pictures as well as the original lease verifying that it states ***** is responsible for changing the filter which we were charged $75 and also verifying the $150 move out late fee and $20 per day late fee. ***** was out of the place prior to the lease ending on 6-30-21. *** saw ***** on the premisses and assumed he was occupying the property. ***** was actually staying with a friend all that week. But regardless. This fee needs to be verified by providing the original lease ***** signed.3-After looking into this further and going back through my payment history. I see ***** was late at times but he never missed a payment. It appears that a $300 fee was added to his account for a door replacment. I assume this is the door *** informed us about that he had to replace. Well turns out ***** didnt pay for the door because it was never replaced. It was only repaired-patched up with putty. I dont mind paying for the damage but i am not paying t exceed the prices that clearly were not replaced. This is not the cost to repair. a door.4- The bathroom towel rack had came off the wall and ***** reported it a year ago but it was never repaired. No one from TNT ever reached out to make arrangments to have it repaired. I will pay a couple dollars to screw the fire alarm back in. My point it the charges TNT is charging for the items they claim are outside normal wear and tear have to legally be proven and justified.5- I am trying to be fair here but i will not pay for things that are not justified. I am totally prepared to resume this in court if need be, however we all have a busy schedule but i will not be taken advantage of. To me this is price gouging. If i would pay these imflammed prices for items that were not corrected, who's pocketing this money? The next tenants were moved in a week later. If it was so bad, why not replace the carpet. 6-We appricate *** givimg us the chance to correct the problem and we did. however, If he was going to stilll bill us and charge us for the condition the property was prior to cleaning then it was all in vein. The purpose of Stan **** taking off work from his busy job was to try in resolve this issue but clearly this was not the case.7- Please email me pictures of the inspection after the cleaning and also the checklist that was completed after we left the property. The only pictures TNT has provided was the original ones before anything had been done.8-Proof is the only way i will entertain paying any of this bill. I need this to be adjusted in all fairness. Your email does not prove anything and I need documentation. This is all an attempt for me to resolve this issue in a fair way but if we cant come to an agreement we will have to seek other measures. You may send pictures and scans of lease to ************************** and/or ******************. I willl wait your response Regards, ***** ****

  

  Business response

  09/29/2021

  1. The photos of the carpet damage/other cleaning items not completed after Mr. **** "cleaned" the unit are attached.  These were taken on July 5th, 2021.  2. Residents and Guarantors can view the Resident's lease 24 hours a day, 7 days a week on the Resident Portal.  I've emailed a copy to the email address provided in the previous message.3. There was a charge for a door that needed to be repaired due to Resident negligence.  This was never listed as a "door replacement", it was listed as a repair charge.   The completed work order along with a letter was mailed to ***** and posted in the Resident Portal for viewing as well.  No contact was made with our office regarding questions about the work order, nor was it disputed by the Resident.  It is also attached to this post for your reference.4.All charges on the work order were directly related to repairs/damages listed on the Move Out Inspection Sheet and the pictures that were provided to you.  Anything you were charged for was outside of the definition of "normal wear and tear".  The photos of the damages/cleaning needed should be a clear indication of this.  ***** had an opportunity to schedule an appointment to be present for the Move Out Inspection (in accordance with Section 12 of the Lease Addendum) and he did not, which constitutes concurrence of the charges for damages/cleaning.  There is also a procedure listed in Section 12 for disputing any charges that was not followed by the Resident.5. The prices charged on any work order completed are our company's standard charges for any materials used and labor.  Residents may avoid these charges by taking proper care of the property, following the Standard Vacating Checklist, and following the Terms of their Lease Agreement.  The property manager did not replace the carpeting due to time constraints.  We have a very strict window of time to turn the units to make them move-in ready for the next Resident.  ***** moved out late which put our schedule behind.  The property manager charged ***** for the damages to the carpet, which was a significantly less amount than replacing all of the carpeting would have been.6. Even after Mr. **** cleaned the apartment and had an outside company clean the carpets (which is prohibited under the Lease Terms), all of the items on the Standard Vacating Checklist were not completed.  Therefore, the work was completed and charged to the Resident in accordance with the Lease Terms.  The final charges were significantly less than they would have been if the property manager did not give Mr. **** an opportunity to remedy some of the issues.7.  The pictures (with annotations) taken by the property manager on 07/05/2021 are attached to this post for your reference.8.  We have provided the proof that you have requested.

  Customer response

  09/30/2021

  I have reviewed the response offer made by the business in reference to complaint ID ********, and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below. Hello ****, Thank you for your response and clarification in an attempt to address several of my concerns. After carefully reviewing the lease and speaking with ***** and his father, we have all agreed on some areas but there are still many that are not covered in this lease. At this point, the problem we are having is the concern of the way Mr. **** left the property. Although we really appreciate *** allowing them to clean and hire professional carpet cleaners (at Mr. ****’s expense), we are still holding firm in disputing the condition of the 2nd inspection. I do understand that we were not present at the final inspection but would like a copy of the actual inspection. As we both know, this should have been conducted prior to the new tenants entering the property. At this point Mr. **** feels a fair resolution to this matter would be to remove the $500 carpet fee. He will submit payment for the remainder. We do still feel some of the other items fees have been inflamed and considering the entire deposit has been taken, we are willing to negotiate to resolve this matter. We have pictures verifying the condition of the property when they left and I have also spoken with the carpet company Mr. **** hired. All of this proves the carpets were clean and free of damages. He feels this is fair for both parties. I have provided pictures again to verify our claim. Please contact me and let me know if this will resolve the issue.Thanks so much,***** ******** P.S.- I have reviewed the pictures you provided and even after enlarging the picture there is clearly no damage to the carpet. I am requesting the $500 carpet fee be removed from the account. I have returned my pictures as well of the way we left the property. Since we were not present, we can not be held accountable for what transpired after we left the property. Our pictures along with validation from the carpet cleaners is enough for me to make a clear assessment of what’s happening here. Again, I don’t feel this bill is fair but we are willing to pay the remainder of this bill, providing the $500 is removed.  Regards, ***** ****

  

  Business response

  10/05/2021

  An email response written to Ms. ******** outlines our last and final response to this complaint.  Ms. ******** and/or Mr. **** may either accept the terms of our final response or reach out to our attorney.  Thank you, TnT.

*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. ↩