Complaints

• Initial Complaint

  03/01/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  ON DEC 26TH WE LOST FULL ELECTRICITY IN 2 ROOMS A WEEK LATER ANOTHER BEDROOMS. WENT OUT. 3 MONTHS LATER WE STILL HAVE NOT HAD ELECTRICITY IN THESE FROM FOR ALMOST 3 MONTHS NOW. 2 BEDROOMS HAVE NO PWER AT ALL. NP LIGHT SNYTHING. THEY HAVE SENT 6 OR MORE PEOPLE FOR "ESTIMATES" BUT HAVE NOT FIXED A THING. THIS IS THE NEW AMERICA. YOU WILL OWN NOTHING, AN GET TREATED ANYWAY.

  Business response

  03/08/2023

  We greatly appreciate your patience and understanding. We have been actively working on a resolution since the initial request. The first vendor was on site on 1/5 and then gave us a quote on 1/9, which was approved on 1/13. On 1/20 the work was scheduled for 1/27. The affiliate then rescheduled for 2/1. On 2/1 we were notified that the affiliate was in a car accident and would not be available until 2/15. At that time, the original work order was cancelled and transferred to ***********. Work was then scheduled again for 2/24. The affiliate was a no show and did not give a definitive answer on when he could be back. It was escalated several times to SMS to intervene and get a responsible affiliate to complete the work. They sent a new affiliate out on *********** who was on site on 3/1 and discovered that they were unable to perform the necessary work. New WO ********* was created and is now scheduled for work to start on 3/7. 
  
  We are discussing the train of events with leadership at SMS and hope to have this all completed tomorrow. 
  
  

• Initial Complaint

  01/27/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We originally put a work order in to fix our fence back in September. We have animals in the home that are emotional support/service dogs which are on the lease. They have sent out several different contractors to look at the fence as well as someone to do 3-D imaging of the fence. Every single company told him that the fence needs to be replace due to a safety issue because it is rotting out our dogs have escaped on numerous times because of how easy it is for them to get out of the yard and they have almost been hit by vehicles driving on the road for them to tell us that it is an as is situation with the fence we have had numerous other issues with them whether it was them taking over a month to fix an emergent situation, we were without working, plumbing, unable to take showers or flush toilet paper for over a month. We have paid our utilities on time every single month, and they were not paying the utilities even though we had paid them they were so far behind that our trash pick up was stopped. I get the complete runaround every single time I try to call them to get work done on the rental property. The original work order for the fence has disappeared from their system, but was originally sent photos the first week of September, which are attached.

  Business response

  02/09/2023

  Hello *******. We apologize that your experience with your service requests was not to your liking. When reviewing the information provided by our service team Service Request ******* with Bullet #******* (Fence) was opened on 12/8/2022 and was completed as repaired on 12/19/2022. We see that Bullet #******* (Plumbing) was created on 10/18/2022 and was completed on 10/23/2022. Additionally, Service Request ******* (Back Up) was created on 10/23/2022 and completed 11/23/2022 after two different visits from our service vendors.  
  While we apologize for any frustration these concerns may have caused, we are happy our team was able to communicate and resolve any interruption.  
  If you have any questions or concerns about the repairs made, please contact our Resident Experience team at **********************************. 

  Customer response

  02/09/2023

   
  Complaint: 18889423
  
  I am rejecting this response because:
  
  this claim was originally open in September, but the initial work order disappeared from the system. I have service dogs that are *** protected that have been almost hit by vehicles, numerous occasions due to the holes in the fence. We have done over $200 in repairs out of our own pocket to be told that the fence is as is even though it is a safety risk for the animals and the people in the house. We have had people in our backyard due to the broken gate.  Yet second Avenue refuses to do anything to address the rotted out fence that literally crumbles in your hand when you touch it. As well as other animals are getting into our yard and attacking our dogs.
  Sincerely,
  
  *****************************

  Business response

  02/16/2023

  Hello ***************
  
  Based on the images and information we received from our service vendors the fence is repaired and is in working condition, which is as is or better than when you took possession of the home.  Please note that the fence is an amenity and not a condition of habitability.  
  
  Please see Section 7 of your lease agreement regarding the acceptance of the condition of the home:
  CONDITION OF PREMISES: TENANT will inspect the Premises and agrees to accept the condition "AS IS" with no warranties or promises express or implied.TENANT will personally examine the Premises prior to taking possession,participate in a move-in inspection with the Property Manager and will receive the move in inspection report or checklist, and agrees that the Premises are suitable for TENANT'S occupancy. All visible damage or defect of the Premises will have been noted on the move-in inspection report. The absence of any such note will be conclusive evidence of the TENANT'S responsibility of the damage or defect. TENANT accepts the Premises, and all furnishings, appliances,landscaping and fixtures AS IS, WITH ALL FAULTS. Except as expressly provided herein, Landlord has made no express or implied representations or warranties regarding the condition of the Premises. The Premises and any personal property or fixtures included therewith are clean and in operable condition. The taking of possession of the Premises by TENANT shall be conclusive evidence that the Premises were in satisfactory condition at the time such possession was taken.
  
  If there has been further damage resulting from natural deterioration of your wooden fence since the repairs were made, please submit a new service request and we will coordinate with our team for evaluation. 
  We sincerely apologize for any inconvenience or concern this may have caused and look forward to helping you with any future repairs.

  Customer response

  02/16/2023

   
  Complaint: 18889423
  
  I am rejecting this response because:
  We were not given the opportunity to fully inspect the property. We were forced to sign a lease 9 days before we gained access to the property. We were never given the opportunity to inspect the fence. Nor did the property manager. We were told by you that it had been sitting vacant for months before we moved in. The manager assigned to the property does not even live near the property. and i dont appreciate being lied to, every vendor sent out, myself and my husband PERSONALLY spoke to. Every single one of them, told us the fence NEEDED to be fully replaced. 
  

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

• Initial Complaint

  01/04/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  Charging a $600 maintenance charge for something I can not get an explanation for as to why it is remnant responsibility. They just keep saying they will not remove it from the ledger, but can not give me a reason as to why we are responsible. I know why they cant. Because we are not. I have emails and photos if needed.

  Business response

  01/06/2023

  Hello ***. We appreciate you providing your perspective on this concern. When reviewing your ledger and the notes we received from our Service Team back in February, the chargeback on your account was due to the repair we made to the clogged drain (Service Number: SR3962756).
  Be advised that if the home requires any repair that is caused by a resident or his/her/their guest, residents could be responsible for damages $200.00 or more this information is available on Paragraph 12 of your lease.
  We see that you have settled your account and if you have any other questions about this process,please feel free to contact our Resident Experience Team at ************** or via email at ***********************************

• Initial Complaint

  12/29/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 10/16/22 I moved in to this home in **************, ** that is manage by Second Avenue ********************************************************************* Property manager ******************* also did an inspection of his own of the home that was turned in. I have had several issues that I have brought to the attention of maintenance and management. Particularly my electrical issue throughout the home. In the sunroom the electricity isnt even working. I have explain to maintenance how important the sunroom is for me. I work from home and the sunroom is my job work area. My job requires me to work at night. This is my income. I have explained to maintenance manager (*********************) in numerous emails that I need the sunroom light to work. None of the electrical outlets were worrying when I moved in the home. My oven or the outlet has a shortage. My window fell down own its own during the cold winter weather we just experienced. An electrician has came out and service the home all except the sunroom where the most light is needed. I received emails stating they are NOT FIXING even after the electrician stated it needed to be replaced ********************* was the individual who sent the email and told me to go buy lamps I pay **** in rent this entire house should be functional. And the audacity to tell me to go buy lamps and they arent fixing it; its appalling and disrespectful by all means! Then the shower door in the bathroom is broken it does not close properly and leaks water which may eventually cause another problem that could have been prevented! Im asking for all repairs to get done ASAP. Everything has been documented electronically to back up all my claims but I want to make corporate aware of the type of responses and situations this renter is dealing with! I want all of my inquires for maintenance rectified expeditiously just as your company wants my rent on time each month or else I have a penalty. So my penalty for this company is reaching out to my lawyer and code enforcement.

  Business response

  01/04/2023

  Hello **************. We sincerely apologize that youre not satisfied with the service or recommendations being provided. When consulting with our Service Team, they advised that some repairs are scheduled for this week, while others have been closed based on an As-Is condition. We understand that having open repair items can be less than ideal, and while our goal is to address all service issues as quickly and efficiently as possible, we are subject to all service vendorsscheduling constraints and recommendations.
  Please continue to communicate any concerns you may have as the scheduled repairs for this week are completed. We can be reached at ********************************** for more information about how our maintenance program works. 

• Initial Complaint

  11/30/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  My partner and I looked at a house to rent and placed a hold on the house, which included a $500 holding fee. The company, second avenue, did not have the house ready by the desired date so we decided to no longer rent from the company. We canceled everything and sought a refund of our $500 holding fee deposit; however, we have not received the refund and this occurred over 6 months ago.

  Business response

  12/06/2022

  Hello ********. We appreciate you taking the time to speak with us regarding your refund. As mentioned on the phone your refund has been overnighted. If you have any concerns, we would like to continue to offer an open line of communication with our team by emailing **********************************. 

  Customer response

  12/08/2022

   
  Complaint: 18478858
  
  I am rejecting this response because: we were promised an overnight of the check and still have not received the check.
  
  Sincerely,
  
  *****************************

  Business response

  12/09/2022

  ****************, our sincere apologies. We have tracking confirmation that the check was cut and shipped December 7th and was received on December 8. If you have not received the check this is a concern, please contact our team immediately to resolve. 
  If you have any other questions, please feel free to contact our team at **********************************.

• Initial Complaint

  11/23/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  This is a follow-up complaint of an inadequate water filtration system due to high amount of sulfur in the well. Originally, March 2022, we suffered 10 days in a house with repugnant water unable to shower or use the water. After the lack of action from this company, I resorted to pay ($3,000) for the additional equipment necessary to handle the issue hoping the company, if they had any common sense, would reimburse me for the cost. I was led to believe that they might. Six months later, no response. I called to inquire and they, at that time, informed me of declining to pay me back. I had no choice but to remove the equipment and sell it back to the contractor to recuperate some of my investment. ****** learned here. This company is so big and has so many departments, if you hope to get something done, good luck. If you are looking for a leasing company that cares for its tenants, definitely the wrong company. If you are looking for a company with common sense, forget it, not happening!Now the house is back to its original water filtration system installed in march 2022. Guess what? The water smells like rotten eggs again. I contacted the company on 11/16/2022 regarding the issue. The person that took my call was from an out of State call center and was a complete idiot. I talk to a ********* here in ***** that apologize for the inconvenience and told me that she would send emails to the appropriate department to handle the situation. Guess what? I have not heard from her either in the last 5 days. These people are deep in bureaucracies that are rendering their employees totally inept in handling this type of situation, EXCEPT FOR COLLECTING THE RENT......................... At that, they are expert..... Did I mentioned they have a ********************************** LAUGHABLE......................

  Business response

  12/05/2022

  Hello ******. As an organization, we have kept open communication with you before,during, and after the un-approved installation of the water system. We regret if you feel we have failed you as a resident and would like to continue to offer our best practices when dealing with our vendor-based maintenance solution. We understand living at home with an odor is less than ideal and presently have our Service team working out a remedy for you keeping in mind that scheduling and service completion is left in the hands of the vendor we partner with.
  We sincerely apologize for the inconvenience this has caused and look forward to resolving this concern for you.  

  Customer response

  12/06/2022

   
  Complaint: 18448258
  
  I am rejecting this response because: The issue has been noted since march 2022. I added the necessary equipment to handle the amount of sulfur in the well based on recommendation made by YOUR vendor back in March.  The speed at which your organization moves to handle emergency situation is way beyond the industry standards (7 days).  The idea to put responsibility on your vendors is ridiculous and has nothing to do with me.  You have the responsibility to handle situation in a timely manner.  I waited 10 days, back in March, before I took actions, and again that was based on the vendor you selected to inspect the well. I just did not want to wait any longer on your slow-as-hell procedures.  Because of your decision not to pay for the additional equipment, I had to remove it, per your insistence, and your refusal to look reality in the face.... Now it has been way past ************************************ your part to remedy the situation. Still today, since 11/17/2022, I have no potable water in this house. The mere fact that you called a contractor to handle the issue DOES NOT RELIEVE YOU OF YOUR RESPONSABILITY.  My contract is with Second Avenue not a **** CONTRACTOR!  This so called contractor called us on the day they were supposed to inspect 12/03/2022 and rescheduled to tomorrow.  That means the problem is not fixed STILL............  WHEN? who knows. You have no sense of urgency because your company don't give a SH...t.  Meanwhile we still live in a house with no water.  Move your **** behind and get the repair done instead of sitting on it and write stupid response.  We need compensation for living in a house that has no water. What do you say about that? Is it fair to pay full rent when we are not able to use water for shower, washing or even watering our plants?  
  
  Sincerely,
  
  *****************************

  Customer response

  12/20/2022

  We are having issue with the water softener system since November 17. The company is not solving the issue. the level of sulfur is well above 2.0 . The company has not come and test the water since we moved in back in March. One of the pipe is broken and water is leaking. we have tried to get the maintenance department to come in and fix the issue . We have been with proper water since November 17.

  Business response

  12/22/2022

  Hello *********************. Our highest priority has been to come to a mutual understanding;however, we believe we have reached an impasse. Although neither party is at fault, we are offering you the opportunity to terminate your lease early without ***************** responsibility except for any damages incurred during residence.
  If you have any further questions on our move out policy or final billing,please feel free to speak with our Resident Experience team at ***********************************
  Once again,we sincerely apologize for any inconvenience.  

• Initial Complaint

  11/21/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I rent from Second Avenue. Our lease states a working refrigerator will be provided. On the morning of 11/2, the refrigerator stopped cooling the food. The power still worked. I called into maintenance at 8:30am. I immediately sent photos and gave the model # and serial #. The communication was terrible. A maintenance man showed up at our house the evening of 11/7, to take a photo. No maintenance was done to the refrigerator at all. During this time , I was told that we would be compensated for the spoiled food. I was told to hang tight and gather the receipts. I received an update in their maintenance app that a maintenance person would not be there till 11/23. I complained and told them it was not acceptable for us to have to wait 21 days for a refrigerator. I was sent an email from ****** telling me to call Walmart.com to get the copies of our receipts because screenshots were not acceptable. So I did just that. Once I got them, I emailed them into Second Avenue. I was told it takes ***** hours to review. Now after the review, we are told we needed to submit it to our home owners insurance because thats whats its for.

  Business response

  12/05/2022

  Hello ****. We appreciate you and Jawnnette sharing your concerns. Based on our communication with our vendors, we show that your request which was opened on 11/2 and was closed as completed on 11/12. While it's our goal to address all maintenance issues as quickly and efficiently as possible, we are subject to all maintenance vendors' scheduling constraints. We support our vendors with their scheduling and staffing constraints. Although waiting is less than ideal, we appreciate your patience as we work to get your requests answered.
  Regarding the perishable items lost, we explained our process and want to be consistent in our procedures.  
  Our Resident Experience team will continue to communicate with you, as they have since the request was submitted. Should you have any additional questions on our process or for other maintenance needs, please do not hesitate to reach us at ***********************************
  We sincerely apologize for any inconvenience and look forward to improving your experience soon.  

• Initial Complaint

  09/12/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  We moved in June 1st and the has been the worst experience ever! DO NOT RENT FROM SECOND AVE! Very unprofessional and you never meet anyone! 1. We we're told that they would take care of us getting our trash and recycling bins within 14 days. They never got our trash cans. After calling more than 10 times and calling waste management myself, I literally had to go to waste Management and strap on the bins to the top of my sedan car and drive them to the house after 2 months have passed! And I have the pictures to prove it!We had to keep the trash in our garage so the animals and insects would not get to it until then which made the house stink!! It was horrible. Imagine having the trash smell in your house for 2 months! Next issue was when we paid our second month rent. Somehow they pulled it from the old account which caused it to be declined. The money was in the other account where it should have been pulled from and I have documents to prove that They tried pulling it twice the same day. So therefore it showed on their records that it was declined twice. So we were penalized by having to mail in our payments. Going forward No one said anything so when it came around to the next month to pay I could not log in and pay the rent because I did not know that locked us out of the payment system. So then they charged us $225 for late rent when we have been trying to contact them to find out why we couldn't pay on the portal to begin with.When they told us that it was due to the issue mentioned above, I asked him why no one contacted us to let us know what happened and why we were locked out. After explaining what happened, they still doubled down and made us pay the rent by mail anyway. So I did it Now September this month comes around. I pay the rent via cashier's check, took pictures of it and the tracking and overnighted the payment on September 2nd. Today is September 9th and they are emailing me telling me they don't have my rent payment. Where the h*** is it?!

  Business response

  09/12/2022

  Hello, *******. We are sad to read that your experience with Second Avenue hasn't been to your satisfaction. We want to sincerely apologize for the inconvenience that occurred with the lack of responsiveness from ***************** As you may be aware from your move in information, all of our service or maintenance solutions are offered via our vendor-based program; meaning, delays can occur even with our combined efforts to reach vendors. We appreciate you taking initiative to collect those receptacles and hope this service is being offered with minimal interruptions now. 

  In reference to the rent, be advised that our system will not withdraw funds without an initial command from the resident (for example: auto-draft, ACH payments).  Unfortunately, since your July payment was split from a closed/insufficient account, 2 NSF charges were incurred. Being that your lease addresses our returned-payment process, we were forced to disable any future online payments as a preventative measure. Even so, our Accounting Team applied a one time courtesy waive of the late fee for August after speaking with you.
  September's payment, however, is late as it has not been received before the end of your payment grace ******* We understand this is frustrating, especially considering, evidently, we may not be able to fully rely on *********** or **** delivery process.

  We would like to improve you experience, provide best practices, and hopefully overcome any further confusion. If possible, please reach out to our Resident Experience Team by emailing ********************************** with the best time to reach you.
  Once again, our sincerest apologies for any inconvenience. We look forward to connecting with you soon to address your concerns. 

• Initial Complaint

  08/06/2022

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  I have been renting this new house in North Port FL, from this incredibly inept company in managing residential rental market, since March 25th, 2022. On day one, I notified them of a major issue in the house, the water sulfur content was nauseated. We could not use any water due to horrible smell and possible health issues. The water situation was never resolved until I took it upon myself, after 10 days of insupportable conditions, and paid for the adequate equipment to be installed. This was a well known problem in this area with sulfur content being so high that a simple salt water softener is not adequate to remove it all, thus the continued smell in the house every time we turned any faucet on. According to the company, American Drilling located in Sarasota, who installed the system the builder was notified of the inadequate equipment for this area. Second Avenue was made aware of the situation right away and still failed to remedy to the problem. I spent $3,000.00 to fix the problem by having American Drilling add the needed equipment. I exercised my rights as a tenant per Florida Statutes: "Landlords are legally required to keep rental premises livable in Florida, under a legal doctrine called the "implied warranty of habitability." If you don't take care of important repairs, such as a broken heater, tenants in Florida may have several options, including the right to withhold partial rent." Now this company is threatening eviction and legal suit if I don't pay the full $3,000 withheld from the rent plus over $267 in late fees. The company claims to have a client resolution department among dozens of other departments which relates to an amazing confabulation of inept departments who's only approach is lip services without any authority to resolve anything. Pure example of sluggish, incompetent corporate bureaucracy who have no business in the residential market. Second Avenue are totally out of touch with individual renters.

  Business response

  08/29/2022

  Business Response /* (1000, 5, 2022/08/12) */ Hello ******. Thank you for providing your feedback. We are sad to read that your move in experience was not up to standard and would like to apologize for your concern with the water. As our Service and Resident Experience Teams mentioned, conducting any modification outside of the home's warranty could result in financial repercussions. Additionally, know that we are actively addressing your concerns (and expenses) with the vendor in question and look forward to providing you feedback soon. Until then, please continue to comply with your lease obligations including paying your rent in full as expressed on your lease agreement. Should you have any other questions or feedback on the matter, our team is available at *******@secondavenue.com or call *************

• Initial Complaint

  06/14/2022

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  I moved into 1914 Teaberry in March, a place I found on Zillow in February. I did a walk through and there were some things to be done i thought cleanup far as tub and shower looked like dirt or leftover remainder from maintenance I called spoke with the leasing specialist and resident support specialist and advised of things that needed to be done because they did not do a walkthrough with me I was told then I couldn't move in until maintenance finished up an signed off on required work in-home being complete. i then received a call from a resident support specialist who stated place was ready and i needed to send in deposit and first-month rent via mail again they were located in Tampa i eas skeptical because i never did a move in this way but I'm new to Orlando i moved in on 3/11/2022 when i walked in i could tell someone had been there b/c trash by the door was swept first place you see i kitchen when you walk in on counter there was a signed maintenance checklist stating everything that had been checked fixed and ready to go and what needed to be done as i grab the paper and begin to walk threw home i noticed nothing had been done and immediately felt regret flooring,tub, shower grout windows that either don't open or close some are not even sealed garage doesn't lock properly cracks in flooring letting in pests such as spiders, lizards, and flys I spoken to second ave several times sense march they've sent out several vendors all vendors stating these things need to be replaced and not able to repair second ave refuses to replace windows fix tub or any other items they have also came out themselves and looked at home stating yes windows are unsafe if a fire happens lord forbid we cant escape there thew windows i have several emails phone call text message of me talking to several people telling me its going to be fixed at this point it isn't safe here and i want to move !

  Customer response

  07/08/2022

  no one has contacted in reference to my complaint I'm still getting the run around are you able to give me any options I may have available
  Thank you

  Customer response

  07/26/2022

  Thank you I have contacted code enforcement repairs have yet to be completed.
  
  Thank you
  
  Deshamarie

  Business response

  09/12/2023

  Dear *********************, 
  We appreciate you taking the time to share your feedback. We value our customers' opinions and strive to provide an outstanding leasing experience to all residents. We understand your concerns and would like to address them in more detail. 
  We want to address your concerns related to the condition of the home upon move-in.  Our Market Managers perform a quality control pre-move-in inspection to ensure the home is delivered to the new resident in a clean, safe and functional condition. We also request that our residents complete a move-in inspection form within 10 days of their lease start date. This helps to ensure that the property meets the new residents standards.  
  Another essential part of the pre-leasing process is the prospective resident property tour. It is during this tour that a prospective resident assesses the condition of the home and determines if the home meets its standards. In addition, we confirm that the prospective resident has toured the home and accepted it in its current condition before finalizing the application. We also have a clause in our lease agreement that the resident agrees to take the property AS IS. 
  With our quality control measures and various resident condition acknowledgments, most condition-related issues are resolved before entering into a lease agreement.  However, you informed us of your concerns after taking possession of the home. Our team worked to address these concerns. Several items you reported are cosmetic in nature or related to the age of the home and are therefore considered an as-is item. These issues did not affect the livability or function of the home. For the issues that do not meet the clean/safe/functional standard, our team responded promptly and resolved the issues in a timely matter.  
  At Second Avenue, we strive to deliver exceptional service and provide a pleasurable living experience. If you have any further questions or require additional information, please do not hesitate to contact our Resident Experience Team at ************ or via email at **********************************. 
  To summarize, we followed the correct pre-move-in process and addressed all valid condition-related issues in a timely matter.  
  Thank you again for bringing your concerns to our attention. 

  Customer response

  09/13/2023

   
  Complaint: 17876955
  
  I am rejecting this response because:

  The company never fixed the is***s in the home that were not up to par upon move in I have been in contact with orlando **** inspectors office who came out and inspected home also and saw the is***s we were having broken windows cracked floors faulty garage doors electrical is***s causing severe electricity  surge etc company  made several empty promises to complete work sent several people out to het quotes  but never actually did the work spoke with **** enforcement  who  advised me that company  never completed work as was being taken to court the company also turned around and is trying to *** me to pay for the work they never completed  9000 dollars worth I'm in the process of trying to  work with **** enforcement & an a attorney to *** ****************************************************************************

  Business response

  09/22/2023

  Dear *********************,
  We appreciate your prompt response. We would like to discuss and provide further clarification regarding the maintenance work orders for the property as well as the charges incurred after your move-out.
  
  Upon a thorough examination of the maintenance work orders for the property during your tenancy, it has been determined that all eligible work orders were attended to promptly and that the appropriate procedures were followed to address maintenance issues. It is crucial to emphasize that we must adhere to specific procedures when handling maintenance work orders.
  
  It has come to our attention that there were instances where some of our local affiliated vendors encountered difficulties in coordinating service with you, leading to multiple missed service appointments and resulting in no-show trip charges. These challenges directly contributed to delays in addressing maintenance concerns.
  
  Furthermore, we would like to address your assertion of being charged an excessive amount of $9,000.00 upon your move-out. After a thorough review of your ledger and final account statement, it has been confirmed that these charges were accurately applied to your account. This includes several months of unpaid rent, utility bills, late fees, and legal fees, in addition to substantial chargeback damages due to the condition in which you left the property. Attached, you will find photos of the property when you vacated. Here is a breakdown of your charges: Your account balance before your eviction was $6,418.63. This included unpaid rent for June,July, and August, late and legal fees, and unpaid utilities charges. Your post-move-out charges include cleaning and repair charges of $2,980.17, unpaid utilities of $372.89, and a rental concession retraction of -$2,150.00. After the security deposit was applied to your account, the final account totaled $8,696.69.
  
  
  In summary, Second Avenue took appropriate and timely actions to address maintenance and condition-related issues during your tenancy. Regrettably, there were unpaid rent, late and partial payments, and significant property damage upon your departure, which necessitated the charges incurred.
  
  Thank you for your understanding and cooperation in this matter.

*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. ↩