Product: Debt collection

We were notified in XXXX, 2019 that there was an issue with our tenants in Unit XXXX, and the party they held on premises at the clubhouse in XXXX of 2019. We were told there was damage to pool by kids throwing rocks, and that the deposit check bounced ( XXXX  tried to cash as it would be used to cover cleanup ). 

In XXXX ( around the XXXX ), I worked with the tenants to make sure they paid the {$250.00} via money order, and they did ( I believe on Friday, XX/XX/XXXX ) ... .after they were showed video and pictures of THEIR friends ' children throwing the rocks. 

It wasn't till XX/XX/XXXX ( three months after the party ) that XXXX XXXX ( then the Regional Director ) actually called us and warned us about an imposing bill for fountain damage. She said she wanted to give us a heads-up about the possible {$3000.00} bill. I told her we would make sure it was taken care of ... just like in XXXX, but that they needed to get the details to the tenants ASAP so they were aware. Tenants were a young couple and would need time to be prepared for such a bill. Not everyone can drop {$3000.00} same-day. That was the last we heard about the whole thing. 

Fast forward to XX/XX/XXXX I find out about an invoice that was sent. I advise the tenants that there appears to be outstanding issue from the XXXX party, and that they need to go down to the office. 

Tenants go down on Wed, XX/XX/XXXX, but everyone was leaving. they were about to leave, so I didnt really get to ask more questions. Im going to come back tomorrow. Im really confused, it was a kids party during XXXX and they just got it fixed around XXXX. They said it was about the motor for the fountain in the pond. I did ask for a video recording of it and they say theyll look it up. 

Tenants go down on a Thursday ( XX/XX/XXXX ) and are given an invoice for $ XXXXand they asked to see the video ... .that 's a fair request prior to paying a {$1600.00} bill. They were told to come back on Friday. 
They gave us an invoice for a pool motor but where do I pull XXXX from and it just doesnt seem right so we asked for video. 

On Friday, they were told only the owner could request the video. hi, I just called them and they said the owner has to request the video footage. Which they didnt tell me that the day when I was there talking to them. 

I called on that Friday, and for 5 days ... XXXX NEVER returned my calls. 
I left a VM for XXXX XXXX XXXX replacement and sent an email ... ..never got a reply. 
XXXX eventually called me after I tried to reach her replacement, and she tried to explain that we had previously talked about the damage in XXXX. I reminded her that I had requested that XXXX  do the right thing and provide the details ( which should include video proof ) back in XXXX. I told her the tenants are good kids that want to do the right thing ... .show them the video and they will pay. 

At no time did anyone say the video was destroyed, which is very bad practice to destroy evidence. They never presented ANY bill, or hint of an actual bill, until XXXX. 

XXXX ( nor anyone from XXXX, for the record ) has EVER called me back regarding the issue. Never said the video was deleted. Never tried to help ME, help THEM, clean up the XXXX  mess. It was a mess, XXXX told me that the ball was dropped, things were missedmanagement changes, etc. I get that.and as evidenced above, HUGE efforts were taking place to work WITH XXXX. I was busting my butt to get this resolved before the tenants moved out ... which could have happened.but XXXX never called me back. 

All this timeIve been waiting for word on the video, so we could move forward. Only to receive a letter from the lawyers on XXXX that indicated XXXX XXXX basically threw up their hands as if we ( collectively ) were not willing to pay ( this bullying tactic works for them, as the lawyer will add a {$370.00} fee AND threaten the property if not paid ). As far as we knew ( me and the tenants ), we were waiting for word from XXXX  about the video.and they take cowardly action.charging for something they have no proof it was our tenants.