ComplaintsforColorado Lifestyle Property Management

• Initial Complaint

  01/23/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  This business has not returned the remaining portion of a security deposit after we moved out of the rental in November of 2022. Our deposit was held for nearly the entire 60 days, without one word from CLPM regarding what damages they found and what it would take to fix them. We inquired within 30 days and were told we were harassing, for asking about OUR money. When we received the security deposit at the very end of 60 days, the deductions were a total surprise. One, for $545 was a charge for painting and patching a hole in a garage that was caused by one of CLPM's service techs while installing a dishwasher. We had the proof and backup for this charge to be negated, and they were caught with their pants down so had to return it. 41 days after we moved out, and after the garage was painted and patched - painter/drywaller had to use the sink in the kitchen! to clean up anything from that project. We also were charged a plumbing invoice of around $185 for "rocks in the garbage disposal" on 12/21/22. We departed the unit on 11/9/2022. Still haven't seen a picture of the rocks in the disposal, and the plumber said he sent his "apprentice" to do that job so he doesn't know about the rocks, etc. Point is, we didn't put rocks in the disposal and it is refutable, contrary to what this business is claiming.

  Business response

  03/03/2023

  BBB Complaint Response from Colorado Lifestyle Property Management
  RE: ***** *** *** ***** * ***** *** *** ** **** **** ******** ** *****
  To the Better Business Bureau:
  We bent over backwards to help the ****** as best we could, and we regret that they are so unhappy with us. They
  needed a place to move into while they searched for a home to buy, and we were able to get them into the townhome
  ****** *** *** ** **** ***** very quickly. We were responsive with maintenance requests while they lived there, and
  we were overly flexible with their move out date.
  MOVE-OUT DATE:
  Once their lease ended (6/30/22), they moved to a month-to-month lease. Originally, the tenants were going to move
  out mid-September. That house-buying deal ended up being a scam, so they extended it to 11/7/22, then 11/9/22, but
  we did not receive all the keys until 11/11/22. According to their singed Notice of Intent to Vacate form, the home is not
  to be considered vacated, and they will be responsible for rent, until ALL keys are returned.
  PRO-RATED RENT:
  Our policy is to keep a full month’s rent unless we have a renter lined up to move in. Due to the ******* moving target
  move-out date, we lost new renters planning to move in on the 11/15/22. After that, the unit sat vacant while we
  searched for new tenants. We finally got the unit rented 1/1/23. Normally, we have tenants pay for the full month of
  rent, even if they move out mid-month. With so much complaining from the Prughs, however, we acquiesced and pro-
  rated their rent back once they vacated. They were issued a pro-rated rent check on 11/18/22.
  SECURITY DEPOIST ERROR:
  We admit to making a mistake about charging for the paint job and hole in the ceiling. It happens in this business. As
  soon as we recognized it was our mistake, we wrote a check for an additional refund of their security deposit ($548.50)
  so that they did not pay for any of those repairs. We regret the mistake (as with all mistakes that happen), but truly
  regret that we made a mistake with these particular tenants.
  THREATENING DEMEANOR:
  The ****** have been hostile and confrontational for much of the end of their tenancy and since they’ve moved out.
  Email communication has been attached to show that CLPM staff replied to their needs as cordially as possible. At one
  point, *** came into our office and threatened staff. ****** had to ask him to leave, and *** got belligerent and puffed
  up his chest into ******** personal space. It was very tense. Aggressive and curse-laden phone calls followed their move-
  out. Our staff was able to keep their cool, but admit to hanging up on them a few times when the flurry of curse words
  was unacceptable.
  GARBAGE DISPOSAL:
  We don’t want to discount this claim because it is a relatively small amount of money. We want to refund every cent
  that is owed to tenants once they move out of our properties. In this case, however, we believe that the ****** are
  responsible for paying to service the garbage disposal. Austin, who did the exit inspection of the property, ran the
  garbage disposal, as is normal for this type of inspection. After noticing unsuitable noises, ****** ordered a technician to
  check it out, and the garbage disposal was serviced on 12/21/22. The following day (12/22/22), our painter arrived to
  begin his work. ****** did not put rocks in the garbage disposal.
  SUMMARY:
  We are an honest company who made a mistake, and we deal with difficult clients and customers on a daily basis. The
  entire office, which has over 40 years of experience in the business, agrees that these tenants have been in the top ten
  of the most difficult customers to deal with. We very much take our reputation seriously and hope that we can come to
  a resolution on this matter.
  
   
  ****** ****** 

  Customer response

  03/03/2023

  Complaint: ********
  
  I am rejecting this response because:
  
  
  
  Regards,
  
  ***** ***** 

   

  It doesn't resolve anything.  Emails traded back and forth don't show anything but their lack of response in answering to our inquiries regarding any damages related to our security deposit.

  
  

  We will be filing a court summons, then, since this cannot be resolved in this manner.  They still cannot explain how rocks got into the disposal more than month after we moved out.  

  No picture yet, and we were not apprised.  That is not our charge, and we will appeal to the courts to resolve.  We have our own evidence.

  
  

  Thank you,

  ***** *****

  Business response

  03/13/2023

  We don't know why these tenants continue to bully us into defending our honest business. We admitted
  to our mistake, and we are trying to put this issue behind us. No one from CLPM maliciously put rocks in
  the garbage disposal. We do not think the tenants maliciously put rocks in the garbage disposal. We
  think that, in the chaos of moving out, rocks somehow ended up in the garbage disposal. Maybe from a
  plant or a storage tub on the counter, or from rinsing rags/mops in the sink after cleaning up the floor.
  We don't know. We are sorry that rocks ended up in the garbage disposal and caused all this trouble.
  However, problems like these are the responsibility of the tenant. We have attached the move-out
  instructions with a section on accidents highlighted.
  We did not charge the tenants for failing to deep clean the unit. They left the unit in very good
  condition, but they didn't clean the windows or wipe down windowsills, baseboard, outlets, or light
  switches — these directions are laid out in the move-out instructions we provided them. There were
  multiple light fixtures without bulbs, and they left food in one of the kitchen cabinets. We didn't charge
  them for any of these small items since the original security deposit incorrectly charged so much for the
  paint (our mistake). If we could go back, we would remove the paint expense, obviously, and instead
  add on these minor, but additional cleaning charges.
  After moving out, the tenants provided us with a receipt for the required carpet cleaning (a receipt that
  lacks the actual service address), but it was from a carpet cleaning company that is not on the approved
  carpet cleaning vendor list that we provide to all tenants moving out. We let this go because the carpets
  were clean.
  The tenants were afforded extra flexibility during their move out process. Even with their aggressive
  behavior, inappropriate communication, and obvious ill-will towards us, we processed their security
  deposit paperwork just as we would for any other tenant. Every action from CLPM employees was the
  best action to make with the knowledge known at the time. We apologize for and regret the mistake we
  made about the paint in the garage. We owned up and cancelled those charges. We have spent a lot of
  time responsibly replying to this matter, and we stand by the fact that we do not deserve this
  complaint.
  Thank you,
  CLPM

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