Complaints

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• Initial Complaint

  Date:07/28/2022

  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.

  Company took $2,000 out of our rental deposit, including over $700 for 4 hours of cleaning, and over $500 for painting, despite the home being left of incredible, clean condition. They charged us for upgrades that were unnecessary, like replacing the screens on the sliding door and painting the garage door. This company is taking advantage of students. They require the renter to clean the home to nearly move-in ready for the next tenants, yet still take 50% of the deposit and have the renter pay for random upgrades that the company should be paying for, not the tenant. They also raised the rent from $2,995 a month, to $3,745 making it impossible for us to renew our lease if we wanted to. Each room in the house went up an additional $149 from one year to the next. Plus, they wrote five different names on our deposit check (even though I gave them the name and address to make it out to), making it difficult for us to cash. In total, they took nearly $2,000 out of our deposit. We are being refunded $1,660. We originally paid $715 each for our deposit, and we are only getting back $332 each. We also HEARD that they allegedly billed the previous tenants $9,000 After move-out, and upon reading another review of the company, someone else said that BeaverPads took $2,000 out of their deposit too, despite them cleaning the house for hours on end. This is theft and BeaverPads needs to be held responsible.

  Business Response

  Date: 08/13/2022

  Id like to start off by saying that all the charges are what we paid to outside vendors to return your unit to rent-ready condition. We do not **** up these charges or make any profit on them. As you know, incoming tenants have very high standards of cleanliness, and its important for us to meet those standards. We sent you pictures showing the things that needed to be cleaned and repaired after you moved out.
  
  
  You were not charged $710 for 4 hours of cleaning, but I agree that the letter we sent you made it sound that way. Im so sorry for the misleading and confusing description in the letter. I spoke with the staff member that wrote the memo and instructed them on a standardized format to use in the future. 
  
  
  The description says Cleaning; minus standard 4 hr owner deduction, and additional 4 hours for preexisting. She was trying to describe the deductions we took from the total cleaning **** to arrive at the amount we billed to you. We took the total cleaning **** we received from Merry Maids, which was 18 hours and 50 minutes, and deducted 4 hours as specified in the wear and tear addendum. We then deducted an additional 4 hours to compensate for the items you marked on your move-in inspection form that were not completely clean when you moved in. The final amount of the **** we passed on to you was $710 for 11 hours and 50 minutes at $60 per hour. Please let me know if this makes sense, or if youd like further explanation. Again, this work was done by Merry Maids at their standard rate, and we did not earn a profit on it.
  
  
  You described the screen replacement and garage door painting as upgrades. These were repairs. There were holes in the screens, and the garage door paint was chipped and gouged.
  
  
  The previous tenants broke their lease, and we had to re-rent the townhouse at the end of the ************* leasing season, when landlords typically reduce rents to fill their remaining vacancies. The previous tenants were paying $3370. We discounted the rent to $2995 to get it leased at the last minute. (Your neighbors were paying between $3345 and $3645 for identical units, so you were getting a bargain.) For the following year, we offered you renewal at $3495. You declined, so we advertised it at $3745 and it leased quickly.
  
  
  The previous tenants left the townhouse in poor condition, and we had to plan extra time to complete the repairs because the damage was so extensive. They also paid a lease break fee to compensate us for the lost rent due to their breaking their lease. 
  
  
  We want to be as transparent as possible, so please let us know if you have any further questions.