ComplaintsforTrihelm Properties

• Initial Complaint

  08/18/2023

  Complaint Type:

  Billing Issues

  Status:

  Answered

  More info

  We moved out of a property on 31 May 2023. Repairs and painting were done on the house in the following amounts: Painting $972.24 Broken window $250.38 Cleaners $400 Total: $1622.62 The company fraudulently increased the charged amounts to the following amounts: Painting $2500 Broken window $250.38 Cleaners $400 Other $172.24 Total: $3322.62 When our $1700 deposit amount is applied the remaining balance is $1622.62. This is the exact amount Trihelm was charged for the painting/repairs (which is posted to my portal account). They fraudulently increased the amounts to equal what they paid out so that we would incur the charge and they not have to provide a refund for our deposit. After emailing ***** **** and providing proof for the charges on my portal account, ***** **** locked out my portal account, but forgot to lock out the other account associated. I had to remind ***** that we paid a pet deposit in the amount of $500. She stated none of the damages looked like they were caused by a pet. I replied, "We, the tenants, know more than anyone who/what is responsible for some of the repairs. The pet deposit is secured in the event damages are made. We attest and can point out each repair that was caused by the dog. Once again, we actually occupied the house. There is no matter of opinion (a basis of what you would have hoped happened) because we actually occupied the home. To further clarify, the $500 payment is being applied to the charges for the painting and repairs needed. After that is applied the remainder of the balance is pulled from our security deposit ($1700). This produces a refund in the amount of $827.76. The 08/14/23 screen captures shows the window charge removed and the final repair balance $1372.24. After Trihelm applies the $500 (for pet damages) and the $1700 security deposit to the repairs, a refund in the amount of $827.76 will be produced. Trihelm properties is fraudulently holding the remainder of the security deposit refund.

  Business response

  10/05/2023

  In response to ******************** complaint submitted that our company is fraudulently holding her remaining tenant security deposit we launched an internal investigation to research these allegations. We have listed our findings below to each of ******************** concerns mentioned. 
  
  One of ******************** claims is that the company fraudulently increased the charges to her account so that we would not have to refund her deposit back. She is basing these findings on her screenshots of her tenant portal showing that as of 7/10/23 she owes: $972.24 for painting needed throughout and her security deposit disposition letter that was sent to her also on 7/10/23 stating the total charges for painting needed throughout was $2500. The disposition letter that she received shows exactly what items and the amounts that were charged to her account and deducted from her deposit. The $972.24 that ****************** is claiming was that was fraudulently increased to $2500 is actually her portion that is still due after her deposit was applied to the charges on her account. Painting for $2500, Broken Window $250.38, Cleaners & Haul off $400, And misc items: $172.24 (bulbs, blinds, broken outlet covers, burned outlet covers, and a missing door stopper). Totaling $3,322.62 worth of charges. $3,322.62 minus the tenants security deposit of $1700 leaves a balance of $1,622.62 due on account. If you take a look at the screenshots the tenant provided of her portal she has labeled for 7/26/23- It shows her total balance due is $1,622.62 and it is showing that tenant still owes $972.24 for the painting needed throughout, $250.38 for the broken window, and $400 for the cleaners and haul off. 
  
  In addition to the findings on the tenants first concern that was addressed above and despite the fact the tenant was, and technically is, responsible for the broken window at the property our accounting department removed this charge from her account, in the amount of $250.38, as a means to help resolve the tenants complaints. You can see this reflected on the screenshot the tenant provided that she dated 8/18/23. The account is currently showing ******************** balance due is now $1,372.24. In her screenshot it also shows the break down for this amount is for the remainder of the painting needed throughout for $972.24 and the cleaners and haul off for $400.00.
  
  Another concern of ****************** was regarding what she claims to be a pet deposit. ****************** stated she had to remind ***** that she paid a pet deposit in the amount of $500. Typically, when a tenant moves in and they have a pet the pet fee charge is added to their account and the pet is added to the lease as well and then the pet information is added on the tenant account. It was discovered in November 2022, that the tenant had had a dog at the property that she did not report nor get prior written approval to have at the property. Although, this could have been a violation of the tenants lease per the terms of her signed lease agreement. Our property manager, ********************************** added the pet fee to her account at that time and notified the tenant that it was added. ********************* also, as a means to help the tenant out, authorized her to break the payment up into two separate months to cover the fee instead of requiring it up front like it was due. However, we never received written correspondence with the animals information to be able add to the info to the account, so Ms. ******************** did not see there was a pet at the property initially. However, once ****************** pointed this out, ************ investigated it a little further and did find where a pet fee was paid. There was no malicious intent on Ms. ***** part. ****************** also seems misguided on the fact that it is a pet deposit we do not have a pet deposit, we require a $500 pet fee per the lease that is NON-refundable. This fee would not be applied to any damages as it is not a pet deposit, but it is a fee to have the pet at the property that is non-refundable. It is also clear, based on the inspection move out report, that these damages were caused by tenant neglect, not by pet damage which would nullify ******************** claims on how a nonrefundable fee should be applied. However, if both rationalizations do not resolve this satisfactorily there is still the matter of the $1372.24 that is sitting due on the account that well exceeds the tenants nonrefundable pet fee.
  
  Finally, touching base on ******************** last listed concern regarding ************ locking her out of her portal. We found that the tenant, ******************, was fully closed out and moved out of the property in our system and a new tenant was moved in. ****************** no longer has access to the tenant portal because she is no longer the active tenant at the property and is no longer an active tenant in our system.
  
  We have included a copy of the unit turn quote and proof of payment for the work done at the property. We would like to note that the overall unit turn cost does not apply to the tenant as she was only billed back for tenant responsible items. We found this quote relevant to provide because it does show itemized cost listed on the painting needed. I am also willing to mail or provide a move out report showing the condition that ******************** left the property at upon move out to further illuminate the reason she billed for the items that were charged, unfortunately, at 83 pages the file is much too large to attach through the online portal.
  
  Our conclusion on these findings is that there was no fraudulent activity on the account and the tenant was charged correctly, and actually better with the removal of the window charge, per the conditions she left the property in and the terms of her signed lease agreement. Therefore, and as shown, there is no deposit left to refund as it was utilized for the repairs needed. And furthermore, we have no interest in seeking the $1,372.24 still due on ******************** account and would just like for this inaccurate dispute to be resolved and to be closed out as satisfactory.
  

  Customer response

  10/15/2023

  Good Evening, I, ***********************************, and ******************************* will agree to accept the resolution if *******************************, Trihelm Properties representatives or any affiliates of both ******************************* and ******* Properties agree to not pursue, *********************************** or Gabariel ******************, for the $1,372.24 balance owed from the ****************************************** property.  Neither *******************************, Trihelm Properties representatives or any affiliates of both ******************************* and Trihlem Properties will not sell (and have not sold prior to 12 October 2023) the $1,372.24 debt owed (from the ******************************************) to a debt collector or *********) *******************************,Trihelm Properties representatives or any affiliates of both ******************************* and Trihlem Properties have no interest and will not seek the $1,372.24 still due on Mr. and *********************** account and hold harmless *********************************** and Gabariel ****************** to this debt. 

   

  At your earliest convenience, please notify me of the company's response. I appreciate your time and assistance.

   

  Have a Blessed Day,

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

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