Rhino Realty Property Management, LLC

---------- Forwarded message ---------From: Pam B [redacted] < [redacted] >Date: Mon, Sep 25, at 5:PMSubject: Fwd: Early Termination LeaseTo: [redacted] < [redacted] >---------- Forwarded message ----------From: Pam B [redacted] < [redacted] >Date: Sat, Sep 23, at 8:PMSubject: Re: Early Termination LeaseTo: " [redacted] " < [redacted] >Cc: [redacted] < [redacted] >, [redacted] < [redacted] >, " [redacted] *." < [redacted] >Hello ***,Please see your lease which was renewed on Please see #3b which outlines the terms of tenancy and early termination of the lease.We would prefer to keep you as a tenant for the remainder of your lease and are eager to address the minor maintenance issues you have reported.There has been no accusation that you changed the the locks nor have we demanded that you take time off from work to meet us at the unit.What we have requested is that you give us permission to enter on the date and time of you choice and leave us a key so we may make a copy At that time we will address your maintenance request.Please advise when it would be convenient for us to schedule that maintenance.We look forward to your response and hopefully a mutually satisfactory solution to this situation for all involved.Respectfully,PamOn Thu, Sep 21, at 10:PM, [redacted] * [redacted] , ***< [redacted] > wrote:Good evening,We have no choice but to terminate the leaseThe failure of Rhino Realty to respond in a timely manner to repair concerns, the unreasonable demands that we take work days off in order to do repairs and when doing so, now for over four months repairs have not been made is of great concernFinally, today's accusations that we changed the locks (a falsehood) has left us no choice.As per our lease, all we need is days noticeWe are already reporting this issue to the Revdex.com[redacted] Sent from Yahoo Mail on AndroidOn Thu, Sep 21, at 9:PM, [redacted] * [redacted] , ***.< [redacted] > wrote:Greetings,That's why I paid a month in advance when I first tented the property My lease indicates days notice on both tenant and landlord.Regards, [redacted] Sent from Yahoo Mail on AndroidOn Thu, Sep 21, at 5:PM, Pam B [redacted] < [redacted] > wrote:Hello ***,Thank you for the notificationWe will be sorry to see you go.You lease ends on therefore you will be subject to an early termination fee of one and half months rent.Please contact the office to set up a move out inspection when the unit is clean and clear of your personal belongings.In the meantime if you need any assistance please feel free to contact me via email or text through your portal.if you need anything else please contract the office or email Pam

Date Sent: 10/31/11:02:AM [redacted] was not one of Rhino Realty's tenantsWe took over the unit after she vacated the unitRhino Realty did not hold her security depositIt was being held by the ownerI met the tenant at the unit for a final move out walk through, in which she was mins lateThe property was in over all good condition but not move in readyWe had a discussion about the few items that were not in orderI asked her to send me her new mailing address in which she did almost a week later 10/On 10/I notified Baily that her deposit was being mailed on 10/On many occasions we have experienced a mailing delay and sometimes a mail return anytime a person moves to a new addressIt has been my experience that the post office has issues with change of addresses and delivering mail to a new placeThe tenant contacted me on 10/stating that she hadn't received her deposit yetI asked her about getting mail at her unit and if she has any issuesShe stated she is receiving mailI offered to stop payment and reissue and let her know there would be a stop payment fee of $She declinedI then asked her to wait a few more days just in caseShe was not satisfied and showed up to my office screaming at my office managerShe then gave my office manager a different addressI emailed [redacted] again trying to confirm what address was truly correctI am still unclearThe address she gave me via email is different than the one she gave my officeI offered to re-cut her a check immediately with the stop payment feeShe declined.The tenant returned keys 10/the NM REAL ESTATE OWNER RELATIONS ACT 47-8-Sub section C page of the NM Real Estate License Law states that the landlord has 30days to return the tenants deposit or an itemized written list of the deductions and a deposit balanceThis was done within the guidelinesIt is not the landlords responsibility once the check has been mailedIn this case we believe there is just a mailing issueThe tenant can wait to see if it is returned to our office, wait to see if she receives it or she may ask me to stop payment and reissueUpdate 11/02/2015:The tenants check came back in the mail today undeliverablePlease see the attached picture

Hello, to clarify and hopefully bring some light to this situation, Rhino Realty Property Management has informed the owner of what you are deeming an issue regarding the treeUnfortunately at this point until she decides if she wants to proceed, there is nothing we as the property management
company can doWe understand it is frustrating, however making a complaint to the Revdex.com will not, nor cannot change the dynamics of the role we play as management and the inability to make an owner address this specific situationWe encourage you to email us if you have further questions or concerns and we will continue to relay the messages we receiveWe hope this helps you understand the situation in its entiretyThank you

Complaint: ***Greetings: I was not able to get into the Revdex.com system to respond with the hours allowed to respond to complaintsHonestly, I would have expected at least business days. However, please know that Ms*** has send texts to my phone number, insisting that Rhino repair staff could not access the loft because "the locks have been changed" on September 25, She only changed her response when I called the owner directly, asking him to stop by to verify that my keys were his originals. What happened in actuality, is that Rhino failed to provide staff with the entrance fob to the building after a scheduled repair this Summer 2017. I had even confirmed via phone conversation with their repair staff in late June that my vacation would be perfect time to perform the repairs, since floor painting would be dry by the time of our return on the 17thThat is, the staff and management knew I was out of the country, and then made excuses why they could not do the repairs. Again, the staff insist that I must be present for repairs, and limit availability to Monday-Friday, 8:a.mto 5:p.m(business hours). I would have no choice but to take leave of my own position to do this; despite my approval of entry their staff repeatedly texts me with excuses on scheduled dates (like July 7th, 2017) that I must be present to "let them in" the loft. When I have done this (twice, losing hours of personal leave), they have failed to complete the repairsIn Fall 2016, they showed up to replace the air filter, then told me they didn't need to (despite the owner's request) and asked me to arrange a meeting with the owner about installing a new a/c system! They have also disregarded my requests for email communication, so that I may keep a running record of requestsTherefore, I'm at a disadvantage in holding them accountableIt's bizarre that Ms*** refused to email me until September, and each came at 9:p.mon a Saturday evening--not during business hours. Please check the Yelp reviewsThis company used to be well-run under previous ownerIt has become a mess to work with now. Regards, *** ***

Complaint: ***
I am rejecting this response because: it's slanderousAll I asked for was professionalism on the part of Rhino RealtyRefusing to communicate during regular business hours, accusations, etc. I ask that they provide a single example of abuse(I used no profanity, no personal attacks, and referred to their own documentation/lease in my complaint.) It's Ms*** who has been abusive, and harassed me.
Regards,
*** ***[To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the responseIf the consumer does not provide a reason the complaint will be closed Answered]

Tell us why here...Hello Ms***, When you asked to be let out of your lease approximately months early, we granted that without charging the lease term fee of times your rent which is stated in the lease68% of your deposit was refunded to you. You were only charged a total of
$for the entire move out which was the necessary cleaning needed to lease the unit again. At the conclusion of your move out inspection, you and Ms*** turned in door keys, fob's, mailbox key, and gave us your forwarding addressYou also signed off verifying this was all givenWe were never given any professional cleaning receiptsIf we would have received the receipt, and been told of the 100% satisfaction policy, then we could have reached out to the company for any work that was needed.There were items that needed detailing in order to lease the unit againAttached are a few of the photos from the inspectionAgain, if we had the professional cleaning receipt, we could have reached out to that specific company to make use of the satisfaction policyWithout the receipt and knowledge of the company, the outcome resulted in us sending an alternate company, approved by the owner, to have the necessary cleaning be completed.Thanks,Rhino Realty Property Management

---------- Forwarded message ---------From: Pam B[redacted] Date: Mon, Sep 25, 2017 at 5:54 PMSubject: Fwd: Early Termination LeaseTo: [redacted] ---------- Forwarded message ----------From: Pam...

B[redacted] Date: Sat, Sep 23, 2017 at 8:10 PMSubject: Re: Early Termination LeaseTo: "[redacted]" Cc: [redacted] , [redacted] , "[redacted]." Hello [redacted],Please see your lease which was renewed on 6.1.17.  Please see #3b which outlines the terms of tenancy and early termination of the lease.We would prefer to keep you as a tenant for the remainder of your lease and are eager to address the minor maintenance issues you have reported.There has been no accusation that you changed the the locks nor have we demanded that you take time off from work to meet us at the unit.What we have requested is that you give us permission to enter on the date and time of you choice and leave us a key so we may make a copy.  At that time we will address your maintenance request.Please advise when it would be convenient for us to schedule that maintenance.We look forward to your response and hopefully a mutually satisfactory solution to this situation for all involved.Respectfully,PamOn Thu, Sep 21, 2017 at 10:09 PM, [redacted] [redacted], [redacted].  wrote:Good evening,We have no choice but to terminate the lease. The failure of Rhino Realty to respond in a timely manner to repair concerns, the unreasonable demands that we take work days off in order to do repairs and when doing so, now for over four months repairs have not been made is of great concern. Finally, today's accusations that we changed the locks (a falsehood) has left us no choice.As per our lease, all we need is 30 days notice. We are already reporting this issue to the Revdex.com.[redacted] Sent from Yahoo Mail on AndroidOn Thu, Sep 21, 2017 at 9:05 PM, [redacted] [redacted], [redacted]. wrote:Greetings,That's why I paid a month in advance when I first tented the property.  My lease indicates 30 days notice on both tenant and landlord.Regards,[redacted] Sent from Yahoo Mail on AndroidOn Thu, Sep 21, 2017 at 5:49 PM, Pam B[redacted] wrote:Hello [redacted],Thank you for the notification. We will be sorry to see you go.You lease ends on 5.31.18 therefore you will be subject to an early termination fee of one and half months rent.Please contact the office to set up a move out inspection when the unit is clean and clear of your personal belongings.In the meantime if you need any assistance please feel free to contact me via email or text through your portal.if you need anything else please contract the office or email Pam

We are sorry that you are having such a difficult time and that you have decided to terminate you lease early thus resulting in 1.5 months early termination fee. We understand that this can be frustrating, however it is clearly stated in your lease and the owner was also very supportive in upholding it. The owner also asked us to become the main point of contact and to limit all communication between you since it started to become aggressive and abusive on your end. All of your maintenance issues were always addressed and we have this all confirmed in writing. It's unfortunate that after several years of you staying with us that our relationship had to end this way, we valued you as our tenant and wish you well

Once the tenant at Uptown ** reported bed bugs, we sent pest control to inspect. Pest control confirmed and treated. During this time, Uptown ** was worried about the potential bed bugs next door. Once ** was confirmed and treated, we then sent pest control to inspect **. Attached is the finding for...

**.. No bed bugs were discovered in unit.

The tenant contacted our office yesterday (8/1) with questions. The tenant did not return the property to Rhino in a clean, undamaged manner. All invoices and information as to why his money was not returned has been provided to him. Rhino is in contact with him already. I have attached his deposit...

ledger and the invoices that were paid to bring the property to rentable condition. I have also included a letter form the HOA regarding the care of the front yard that was not being done during his tenancy.

Date Sent: 10/31/2015 11:02:07 AM[redacted] was not one of Rhino Realty's tenants. We took over the unit after she vacated the unit. Rhino Realty did not hold her security deposit. It was being held by the owner. I met the tenant at the unit for a final move out walk through, in which she was...

10 mins  late. The property was in over all good condition but not move in ready. We had a discussion about the few items that were not in order. I asked her to send me her new mailing address in which she did almost a week later 10/9. On 10/19 I notified Baily that her deposit was being mailed on 10/20. On many occasions we have experienced a mailing delay and sometimes a mail return anytime a person moves to a new address. It has been my experience that the post office has issues with change of addresses and delivering mail to a new place. The tenant contacted me on 10/26 stating that she hadn't received her deposit yet. I asked her about getting mail at her unit and if she has any issues. She stated she is receiving mail. I offered to stop payment and reissue and let her know there would be a stop payment fee of $35. She declined. I then asked her to wait a few more days just in case. She was not satisfied and showed up to my office screaming at my office manager. She then gave my office manager a different address. I emailed [redacted] again trying to confirm what address was truly correct. I am still unclear. The address she gave me via email is different than the one she gave my office. I offered to re-cut her a check immediately with the stop payment fee. She declined.The tenant returned keys 10/2 the NM REAL ESTATE OWNER RELATIONS ACT 47-8-18 Sub section C page 98 of the NM Real Estate License Law states that the landlord has 30days to return the tenants deposit or an itemized written list of the deductions and a deposit balance. This was done within the guidelines. It is not the landlords responsibility once the check has been mailed. In this case we believe there is just a mailing issue. The tenant can wait to see if it is returned to our office, wait to see if she receives it or she may ask me to stop payment and reissue. Update 11/02/2015:The tenants check came back in the mail today undeliverable. Please see the attached picture.

[A default letter is provided here which indicates your acceptance of the business's response.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is minimally satisfactory to me. I am in receipt of my security deposit, however I sincerely wish that Karie T[redacted], one of the co-owners of the business, would have treated me with more professionalism and respect. She was unnecessarily confrontational and nasty throughout the entirety of our interactions. This behavior by the owner of an accredited business is unacceptable. The only reason the business's response is being accepted is because I was finally able to retrieve my security deposit from the business. I no longer wish to have any further interaction or communication from the business.
Regards,
[redacted]

Complaint: [redacted]
I am rejecting this response because: Thank you for your prompt response. We will be filing a petition in court to recover our misused security deposit.
Regards,
[redacted] [To assist us in bringing this matter to a close, the consumer must give a reason why they are rejecting the response. If the consumer does not provide a reason the complaint will be closed Answered]