Complaints

• Initial Complaint

  04/01/2022

  Complaint Type:

  Order Issues

  Status:

  Answered

  More info

  Rock and Associates Inc has not acted professionally when conducting their business with our moving out of, and their sale of *************************************************. They have taken money without explanation, and withheld results for mold, and withheld asbestos testing results from us while we were living in the house. We asked to be part of the walkthrough, with concerns that after living in a house for 10 years, there would be points for explanation and discussion of normal wear and tear. We were told that it was not their process to include us, and they would take pictures and send them to us for any money taken from our deposit. They did not send pictures.Money was taken from our security deposit with vague and/or no details. We asked specifically for a breakdown, and for receipts for what was taken from our deposit. We were told we were wasting their time. Two closet doors were fixed in September. At the time, we were told nothing of being charged for that fix. This was taken from our security deposit after we moved out, and 6 months after the doors were replaced. We have also been told that we are to pay for their handymans travels to/from the store.Before the owner passed in March, she told us she would pay us back for having new blinds installed where the old ones had fallen apart. That was $1,133.77. We never received payment for those. (I have receipts).We notified Rock and Associates Inc, right after moving out and leaving the keys in the lockbox, that there was black mold on the back bedroom wall where our boys had slept. They refuse to share the results of the testing with us. We want this information for the future health of our family.They had the asbestos tested in September, while we lived there. It tested unusually h

  Business response

  04/26/2022

  ROCK & Associates assumed property management duties with **** Dover Ct  beginning on 3/21/2021. The complainant had been a tenant for nine years prior to our management contract began. Prior to our management, the property was also under different ownership. The new owner decided to sell the property and we gave the tenants notice to vacate on December 15, 2021. Prior to the notice to vacate, they were great tenants. Before and after receiving notice to vacate, they had expressed a desire to purchase the home. The tenants were given an opportunity to purchase the home below market rate. After a lengthy discussion between tenants and our real estate team, the tenants did not act upon that option to purchase the home. Note Email #7 Re As a courtesy (**** KB)

   

  • ROCK & Associates were flexible and understanding by allowing them to stay beyond the date given on the eviction notice. We allowed them to stay while they completed their move and an additional 6 days with prorated rent. Note text message thread #1
  • We attempted to schedule a walkthrough with the tenants; they did not respond; hence we asked to place a key in the lock box and we would conduct the walk through. We did take pictures the morning after their move out and never once were asked to provide the pictures. She needs to show any communication with the request for pictures.
  • We were provided invoices for all work and provided them to the tenants. We responded to all their inquiries, some details they asked for are beyond what is typically in a repair invoice. For example, materials, labor hourly breakdown, and mileage by our repairman are not details we typically find on a repair invoice. As evidenced in Email 1 Dover Security Deposit Reconciliation
  • Our response to wasting time was in response to the tenant repeatedly not understanding the difference between 'fixing a light' and 'replacing a light'.  Over the course of many emails, the former tenants kept asking why they were being charged for replacing the hall and kitchen lights, when the invoice clearly stated it was fixing the damaged lights as both needed work. Several instances in emails Email 1 Dover Security Deposit Reconciliation, Email 2 *************** Security Deposit Reconciliation (**** MB), Email 6 RE Dover Security Deposit Reconciliation (**** MB), Email 8 RE Dover Security Deposit Reconciliation (**** MB) where we clarified that the lights were repaired and not replaced
  • Two sets of closet doors were clearly damaged by the tenants, the mirrors were cracked and we were concerned this was a health/safety hazard. This was beyond what would be considered normal wear and tear, we replaced two sets of closet doors in Sept, we took the costs for replacements out of their security deposit and the invoice was provided to the tenants. The tenants even objected to having all the doors replaced, they wanted to just replace a single closet door even though it would not match what was currently installed. Refer to email Email 6 RE Dover Security Deposit Reconciliation (**** MB) and Email 8 RE Dover Security Deposit Reconciliation (**** MB)
  • The new blinds and also a screen door the tenants made us aware (post move out) of the costs and the verbal promise of reimbursement from the previous owner years ago. The current owners agreed to honor the commitment and asked for the receipts, and they would then reimburse them for the blinds and also the screen door. The tenants never provided the receipts as  requested. In emails Email 12 Re Dover Security Deposit Reconciliation, they said they would provide receipts, still waiting for them. 
  • We had the home tested for asbestos in September 2021, the tenant was present, and like many homes built during the 70s, the ceilings did show asbestos in the material. Per Email 3 ****** House - **** *********** ****** **  *****, I am writing to thank you for the inspections.  We were told that we really have nothing to worry about with the asbestos, if it is not disrupted.  We felt better after that. Her complaint to the BBB indicates test results were withheld from her. 
  • The mention of mold on the bedroom wall was first brought to our attention days after the tenant moved out. The tenant cleaned the wall prior to moving out. As part of their lease, they signed a LEASE/RENTAL MOLD AND VENTILATION ADDENDUM (C.A.R. Form LRM, Revised 6/16) on 3/21/2021 with our management company. This clearly states the responsibility is on the tenant to keep the home clean and clean any mildew or mold that appears, with an appropriate cleaner designed to kill mold . 
  • We had the bedroom wall in question tested, black mold was not present. We provided the results over a phone call to the tenant on a scheduled phone appointment. Note Email 6 RE Dover Security Deposit Reconciliation (**** MB)
  • Since the notice to vacate, the former tenant has portrayed themselves as victims and been combative throughout the moveout and reconciliation of the security deposit. We have communicated throughout the process, while the former tenant refuses to listen or understand our responses. 

  Finally, the former tenant went on social media to discredit and possibly hinder our efforts to sell the property. This did cause issues with potential offers. The post contained numerous inaccuracies, as well as defamatory accusations against the company; we requested the social media provider to take down the post and they acted to do so. Note attachment Nextdoor #1

   

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  Customer response

  04/27/2022

   
  Complaint: 16970570
  
  I am rejecting this response because:  The statements made by the property management company are false, and I have addressed each one.
  Sincerely,
  
  *********************

  Business response

  05/10/2022

  The business called and said they have nothing to add to the information already provided.

  Customer response

  06/13/2022

  Rock & Associates denied us to be present at the walkthrough of the rental property.  After living there for 10 years, we wanted to be a part of the walkthrough and were readily available.  We were told no, that was not their procedure.

  
  Rock & Associates had vague and unclear, blanket invoices, which covered many items.  They never sent pictures of the items “repaired”.  No details were given, or some items ever explained, as to what the deposit money was taken for.  We were told we were wasting their time.

  Rock & Associates were informed of the repairs we made that the original owner agreed to pay for. When we asked, they said they would talk to the new owner, and never got back to us about that.  Before we could ask about it for follow-up, they had emailed to return our deposit remainder.  We never heard back that we could provide the receipts for refund.

  Rock & Associates were informed through testing by Pro-Lab that the Asbestos levels in some of the rooms were unusually high.  They knew about these results approximately 6 months before our move out date, and never informed us.

  Rock & Associates refused to provide the results of the mold we found when we were moving out of the rental.  I told them of our health concerns, and respiratory issues, and they refused to share the test results of the mold on the bedroom wall, or the mushrooms growing under the house.

  Rock & Associates is a company with a lack of integrity, and a complete disappointment to the rental process for the tenant.

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