Complaints

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• Initial Complaint

  Date:08/24/2022

  Type:Order Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Paid for Maryland Evictions Online to file a Failure to Pay for my rental property on 05/19/2022. I have not received any correspondence about proceedings, no confirmation that the case was filed with the courts. I have requested several times and have been told they would send it. I have not received that conformation.

  Business Response

  Date: 09/13/2022

  We are sorry to learn that *** ***** *******’s experience with Maryland Evictions Online did not meet her expectations.  After reviewing the complaint *** ******* submitted to BBB it is our understanding that she is requesting a refund from Maryland Evictions Online because she reports that she did not receive any correspondence from our company about proceedings and/or any confirmation of court filing regarding her Failure to Pay rent case she retained our services to assist her with on 05/19/22.  Unfortunately, we disagree with *** *******’s accusations included in her complaint to BBB and regretfully decline her request for a refund for the reasons provided below.  Please also refer to the attached documents which include multiple correspondences and evidence to support our position.  
  
  *** ******* has been a repeat client since November 2021 during which time she has since retained our services on 3 separate occasions. It came as a surprise to us to learn that *** ******* submitted a BBB Complaint reporting concerns regarding her most recent contracted service agreement with us that was initiated on 05/19/22 at which time she retained our services to assist her with a Failure to Pay rent case she wished to file against her current tenants for non-payment of rent.  We were unaware of any concerns *** ******* had about the services she was receiving prior to receiving the BBB complaint and were still under the impression that we were still assisting her with the active FTP case.  We value our clients and if provided the opportunity we could have potentially improved *** *******’s experience with our company by addressing any concerns/questions she had about the services being provided/not provided. It is our hope that our response to *** *******’s complaint will clarify any misunderstandings and address her concerns.
  
  On 05/19/22 ***** ******* submitted an online order to Maryland Evictions Online in the amount of $285 for our Step 1 Failure to Pay (Charles County) service package.  The services included in this step of the process include the following: MEO sending the required Maryland 10-day notice to the tenant informing them of *** *******’s intent to file a Failure to Pay rent case with the District Court if they do not pay the requested amount of overdue rent including late fees to *** ******* within 10-days of the notice, MEO filing a Failure to Pay rent case with the District Court if the tenant(s) have not submitted the requested amount of rent owed to *** ******* within the 10-day period provided, and one court appearance by our court agent on *** *******’s behalf. [Please refer to the provided attachment which outlines our services and fee schedule for filing an FTP case].
  
  Immediately after *** ******* submitted her order summary and payment for Step 1 [Please refer to the attached MEO-FTP Order Summary], she received an email confirmation confirming that we received her order, and we will begin to process her “Failure to Pay Rent” case with the District Court against her tenant at – (Address not included for security purposes), and that we will contact her once we are in receipt of a case number and a court date. [Please refer to the provided attachment- Email Confirmation Sent for MEO-FTP Result #********] *** ******* sent a separate email following her order submission which included additional documents pertaining to her case which we responded to confirm that we were in receipt of her information and have updated her case file with this information.
  
  The 10-day notice was mailed by our company to *** *******’s tenant on 05/20/22 informing the tenant of *** *******’s intent to file an FTP case if the balance due was not paid by 5/30/22. [Please refer to the attached tenant notice.]  Our company files FTP cases on Fridays therefore *** *******’s FTP against her tenants was filed on June 3, 2022. 
  
  On June 3, 2022, *** ******* sent an email to our company email requesting an update on her case at which time our court agent responded that we were awaiting the court date from Charles County District Court and would update her as soon as we received this information. Please note we do not receive court dates the same day we file cases due to the number of cases we file and how the courts request to process our case filings.
  
  On 06/22/22 at 7:25 am *** ******* sent us an email requesting an update on her case.  Our agent, *****, responded to her email on 06/22/22 at 9:22 am informing *** ******* that we were still waiting to receive the court date from the District Court.  *** ******* responded and requested an explanation for how long it was taking to receive a court date from the District Court at which time our agent, ***** responded back to *** *******, “I entered it into our system and did the 10-day letter on May 20th. We file on Fridays, so it would have been filed on June 3rd.  I called Charles County today and found that they are processing cases that came in the last two weeks, which is why I said we should be getting a case number and date very soon.”. [Please refer to the attached Email trail.] 
  
  We received the court hearing information from Charles County District Court and emailed *** ******* the scheduled hearing details on 6/29/22.  The hearing was originally scheduled for 07/11/22 but due to our company experiencing an unforeseen and unfortunate circumstance with staffing we had to request for the court to reschedule the hearing.  The hearing was rescheduled for August 1st, and we updated *** ******* with this information on July 19, 2022, via email informing her of the new hearing details. [Please refer to the attached Email trail.] 
  
  Our court agent attended the hearing on August 1, 2022, and the Judge ruled in favor of *** *******.  The court agent advised *** ******* of the court outcome and instructions on how to proceed with the next step of the eviction process which we refer to as Step 2 of the FTP process in our fee schedule.  *** ******* did not submit payment to proceed with our services for this step of the process and did not provide our company with any updates in reference to her case/tenant as requested therefore we reached back out via email to *** ******* on August 26th informing her that her judgment would expire 60 days from her court date and if that tenant(s) have not vacated/paid then the WOR needed to be filed (Step 2) therefore we would need her to complete the Step 2 order form and submit payment if she would like us to proceed with filing the WOR.  The 2nd Notice of the court outcome also requested for *** ******* to follow up with us if the tenant has vacated/moved and or if she was not planning to retain our services for this step of the process.  [Please refer to the attached email trail.]
  
  We did receive a follow-up email from *** ******* on August 26th following the 2nd notice updating us that she would be handling the case from this point forward and did not need our services for the remainder of the process.
  
  We provided *** ******* with all services promised that were originally contracted on 05/19/22 which included providing the tenant notice, filing the case with the court, and our court agent attending one court appearance on her behalf.  We also continued to keep *** ******* updated throughout the process.  Since all services were rendered and *** ******* was kept informed throughout the process informing her that we were rendering the services agreed upon we do not believe a refund is warranted. *** ******* decided to proceed with the remainder of the process and not obtain our services for the additional steps. 
  
  Again, Maryland Evictions Online apologizes that *** ******* was not satisfied with the services rendered however we wish she would have discussed these concerns with us so that we could have potentially remedied the situation. It is unfortunate that our business relationship with *** ******* ended on these terms. We are open to reviewing additional information *** ******* has available and/or if she has any additional concerns in reference to this case.  We are happy to be of any further assistance.
  
  Thank You,
  Duane C**********