Complaints

• Initial Complaint

  06/14/2023

  Complaint Type:

  Service or Repair Issues

  Status:

  Resolved

  More info

  Key Advantage in Montclair, Virginia manages the renting out of my house at ****************, Stafford. On June 12, they deducted $215 from the $1,275 that is normally deposited into my account. I inquired and they said the $215 was for installation of smoke detectors. I reminded them that I indeed had told them that I DID NOT WANT OR NEED any more smoke detectors than are already in the house. Yet, they went ahead and installed them anyway in spite of my telling them I did not want them or need them for every room in that small house, a little over 800 square feet. They lied to me about this, among other things. I don't want their junk and I want that money refunded to my account. They have made me pay for junk I told them specifically I did not want or need for my house.

  Customer response

  06/29/2023

  Hello,Thank you for getting back to me.

  To recap: Key Advantage is a property manager who was managing for two years my house in Stafford until this month. Last March, they sent a notice about installing smoke detectors. I wrote them back not to install them, that the two I have in that small house 864 sq feet, are largely sufficient. Later that month I got another notice and again responded to NOT install any more smoke detectors. Early this month of June, when they were closing out my account, I noticed an unusual deposit from them into my account, and so I inquired as to what it was. Key Advantage emailed back that it was my rent deposit minus the $215 they had deducted for the three smoke detectors they had installed. I emailed back and asked why they had installed them when I told them not to, and they emailed back saying they had no record of my declining the smoke detectors, so I emailed them back the two different emails I had sent them in March declining the smoke detectors. I have not heard back from them since. And that is where we are now.

  Their address and phone number: Key Advantage Property Management, ********************************, Dumfries, VA *****, ************.

  Attached are the property management agreement I had with them and copies of relevant email chains covering everything I know about this.

  Thank you for you attention to this. 

  *************************

  Business response

  08/16/2023

  Regrading complaint ********,

  ************** is accurate in his assertion that he sent an email regarding the smoke detector certification requirement and his wish to not have the inspection or any smoke detectors installed.  Unfortunately this email was overlooked by my staff because it was sent to an inactive email no longer used by my staff. 

  The state under the ***** does require that any landlord that provides a rental dwelling that provides sleeping quarters must certify that the smoke detectors are in working order annually.  This can be accomplished by the landlord, his agent or a contractor.  My firm uses a contractor to perform this extremely important maintenance task regarding the health and well being of the occupants.  The state does not require that the home be brought  up to current code regarding smoke detectors.  It is however my firms strong recommendation to place a smoke detector within each room that an occupant would sleep, the size of the dwelling is irrelevant.  

  The units placed in his unit are not junk, as stated by **************, they are UL approved equipment placed by a contractor.  ****************** unwillingness to comply with state law would have caused my firm to discontinue our management services on his behalf.  Because we missed the email sent by ************** I have instructed my Property Manager to refund the cost of the installation and service.

  My staff and I will always strive to comply with current Virginia statutes and provide a safe and healthy environment for our tenants by helping our landlords meet these requirements.

  My staff and I wish ************** success with his rental property.

  Respectfully,

  ***************************;

  Owner Key Advantage Property Management

  Customer response

  09/05/2023

  [To assist us in bringing this matter to a close, you must give us a reason why you are rejecting the response. If no reason is received your complaint will be closed as Answered]
  
   Complaint: ********
  
  I am rejecting this response because:

  Their response is inaccurate.
  

  They were sent TWO emails, not one, two on two different occasions telling them not to install the three additional smoke detectors. They ignored both emails and did not respond to them. Instead, they went to the house and installed them and told the tenants that I wanted them installed, when I most certainly did not, as they would have known had they read my emails to them.

  The VA statute for smoke detectors does not require 5 smoke detectors in a house of that size. So that excuse does not work.

  Key Advantage contacted me by phone on August 16 and said they would go ahead and send me a refund check for the smoke detectors I paid for but did not need. Today is September 5. I'm still waiting for that check in the mail. 

  Respectfully,
  

  *************************

  Business response

  09/07/2023

  Good Afternoon,  I have processed a refund of 215.00 to settle this complaint.  This amount was direct deposited into the account we had on file.  Please allow 5 days for processing.  Thank You and have a great day.  *********************************

  Customer response

  09/15/2023

  
  Better Business Bureau:
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. 
  
  Thank you,
  
  *************************
  

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