Belong

Dear Steve, We understand that you are not the official homeowner on file, and due to account privacy and security protections, we can only discuss the home details with the homeowner listed on our agreement. Since we haven't been able to discuss this with you, I apologize for the misunderstandings you have about what has transpired. At Belong, we take home habitability and resident safety incredibly seriously. When certified professionals conduct inspections and identify widespread issues like mold, we are legally and contractually obligated to address them to ensure a safe living environment for the residents. We understand that Briana chose not to move forward with the necessary structural repairs recommended by the technicians, and instead decided to place the home under contract for sale. Because we cannot manage a home with unresolved habitability issues, this required us to bring our management agreement to a close so that Briana can coordinate directly with the buyer moving forward. We recognize how stressful and financially challenging selling a home under these circumstances can be, and we truly wish Briana the best with the upcoming sale. If Briana would like to discuss any remaining concerns, I welcome the opportunity to speak with her directly to address them with full transparency. Best regards, Tami Silks VIP Member Relations Lead, Office of the CEO 650-600-6864

Dear Genel, I have personally called you and left multiple voicemails, all of which have been on a recorded lines. My phone number is listed below and I welcome the opportunity to speak with you. Throughout this process, we have made every effort to maintain positive and productive communication. We extend that courtesy in every interaction and respectfully expect the same in return. I apologize for using your name in response to your review, as it was done to respectfully address you. My full name appears on all correspondence because we believe in operating with complete transparency and accountability. It is important to clarify the legal framework surrounding traditional security deposits. Security deposits paid by residents do not become the homeowner's funds. Instead, they are held in trust for the resident and may only be applied to documented, itemized damages that exceed normal wear and tear following the conclusion of a tenancy. Because the residents elected the Deposit-Free option, no upfront security deposit was collected or held in trust. However, participation in this program does not eliminate a resident's responsibility for any valid property damage charges at the conclusion of the lease term. Additionally, the residents did not abandon the home. Rent was paid in full through May 31, 2026, and although the residents chose to vacate the home before the lease expiration date, they remained in good standing through the end of the lease term. Accordingly, the home was processed within our standard post-lease turnover procedures. While challenges can occasionally arise during a tenancy or move-out process, what ultimately defines a company is its willingness to listen, accept accountability where appropriate, and work toward resolution. I sincerely apologize again for any confusion or frustration this situation may have caused and am sorry that your experience did not meet your expectations. Nevertheless, I want to assure you that we have acted, and continue to act, in good faith throughout this matter. We appreciate the opportunity to provide clarification and work toward a complete resolution. Respectfully, Tami Silks VIP Member Relations Lead, Office of the CEO 650-600-6864