A KNIGHT HAWK SECURITY

We have continually communicated with this owner over the last years by both phone and emails, we have never ignored his phone callsBecause he is a $account we contact him before each repair to get his permission, there are a few times when his no response has created an environment where we have moved on and taken care of the issue, due to a health and safety issueEvery year we have completed a interior inspection report which includes pictures and descriptions of repairs, this report has been sent and acknowledged by the ownerPME has no control over how the tenant lives their life, if they want to be messy that is their right as a tenantWe are addressing the issue of an unauthorized tenant living in the house, we have served them a Three Day Notice to Perform or Quit either get the tenant to move out or receive an application from the tenantTenant has turned in an application for her co-tenant and we are in the middle of processing it7/14/ Email from [redacted] to Owner – tenant says air conditioner will not turn on 7/14/ Email from Owner to [redacted] – yes send someone out to diagnose the problem, advice before proceeding 7/22/ Email from Owner to [redacted] – following up, what is progress? 7/23/ Email from [redacted] to Owner – estimate to repair is $458.87, can we repair 7/24/ Email from [redacted] to Owner – repeat of email above giving estimate cost, can we repair 7/27/ [redacted] left message to call her back if he has any questions about the amount 7/28/ Email from tenant – upset that A/C has been out two weeks, tenant has health issues one is a diabetic and sister suffers from hepatitis and is an asthmatic7/28/ Both [redacted] and [redacted] left message for the owner by phone (our mail server was down so we could not send email messages) 7/31/ [redacted] authorizes [redacted] to go out and fix the A/C, per PME’s contract, page item B“if in the opinion of Agent such repairs are necessary to protect the property from damage or prevent damage to life or to the property of others .Agent shall not be liable for any such disbursements not approved by owner which Agent in good faith determines to be necessary” 7/31/ PME authorizes [redacted] to complete repair 8/3/ Owner emails [redacted] and calls, telling us he has his own contractor to do the work, unfortunately it’s too late the work has been completed Resolution: PME feels we have honored our contract We will not be giving back any money for “unauthorized” repairs, because we feel this was an emergency situation that needed to be handled due to the medical issues of the tenant and the delayed response from the owner in approving the workAlso, the issue for the water leak was a code enforcement request, these are automatic get the work done, so we don’t ask owner for permission based on PME’s contract, page item B“if in the opinion of Agent such repairs are necessary to protect the property from damage or prevent damage to life or to the property of others .Agent shall not be liable for any such disbursements not approved by owner which Agent in good faith determines to be necessary” PME has enforced the lease, the unauthorized tenant has brought in an application and once the application has been processed we will add him to the lease as an additional occupant PME will not compensate owner for damages on the property, we have done an interior inspection, which is a page report with pictures each year we have managed the property and this report has been given to the owner for reviewOn numerous occasions the owner has not complied with doing repairs or has ignored the items that need to be fixed at the property At this point, we will be giving the owner a day notice of cancellation of our contractWe feel if you don’t have confidence in our abilities after years, then it’s best for us to part waysIn conclusion, we only want to work with owners that appreciate the fact that we solve problems quickly and efficientlyWe value our reputation and when owner’s delay work on properties and use unlicensed contractors for work, and then it puts our company in jeopardyOur goal is to have properties that are in good repair and the tenants can enjoy living in a comfortable habitable unit

I am rejecting this response because:The average consumer need not look any further than this Revdex.com transcription to realize that dealing with PME is like dealing with a bunch of stubborn 5th graders posing as adults; the difference, of course, is that with the right training and proper guidance, fifth graders can learn to be respectful and honest peopleThe level of incompetency and lack of professionalism at PME is incredible! There’s really nothing more I think I can say or do to change the situation because in the world of property management, there exists a company called PME, run by people acting like fifth graders that want nothing more than to watch TV, eat their cake, and play with their toysI can hear them yelling, “Gimmie, gimmie, gimmie,” as they reach out to get the money they swindled from their customersAnd as long as customers keep letting PME take their money without asking, “Hey, what did you do with my money, anyway,” things will be fineAs a customer, don’t expect PME to do any honest work on your behalf, in the interest of protecting your investment

We are standing by our original response. At this point we see no value in continuing the management contract as we do not have mutual trust in this business relationship. We followed the contract per our written agreement. We will not be refunding any money for the repairs we completed on behalf of the owner. These repairs were much needed and couldn't be prolonged to wait from the owner to respond. We were not informed that the owner had a Home Warranty service, if we had we would have called them directly on his behalf.We are sorry that we had to end it in this way, but we don't feel we can manage for this owner at this time. We wish him well with his rental investment.

I am rejecting this response because:It isn’t true that PME communicates regularly with me. They haven’t done so in the past and they’re not doing so now. I don’t know what’s happening with my property. I only approved occupancy for maybe two tenants, but it appears that there are four. I’m not sure because such issues appear to be below PME’s scope of responsibility.If PME has been keeping me informed, I wouldn’t be resorting to this time-consuming process of going through a third party to get matters resolved. But PME is costing me time and money and that’s not good. When you hire a management company to manage your property, you should be able to sleep at night knowing that your property is being “managed” - taken care of. You shouldn’t have to hire a management company to manage your property management company. Let me first address the main issue that I complained about, that PME performed unauthorized work on my property and charged me for it.(1) I never approved the “landscaping” work for which they charged me $372.50. No one ever called me about this. And to this day I don’t know what the work performed was. I have no details (other than the cost) whatsoever! And I didn’t find out about the cost until December 2015 when it appeared on the “cash flow” statement (attached) that they send me on a monthly basis.(2) I never approved the work on the A/C unit. By phone and by e-mail I asked PME to provide me with the tenant’s contact information so I could send a repair person to fix the problem. I purchased a home warranty program specifically to handle such matters and through this program, I had an authorized repair person ready to perform the work, but I never got the tenant’s contact information, which the repair person needed to coordinate the work. To this day, I don’t have any details (what the problem was, what was done to fix it, warranty information, etc.) about the repair other than the cost, which I finally received in the December 2014 cash flow statement (attached). The repair was performed in July 2014, I didn’t receive my requested cost information until December 2014.I only found out about these unauthorized repairs after I received my proceeds (copy attached) for the month of August and noticed that the amount was substantially less than the usual amount.Here are some examples of things that PME hasn’t communicated to me or kept me informed of in the past or in the present:(1) In June 2014 PME brought to my attention an issue about a broken fence. I have asked many times for PME to communicate with my neighbor and ask him if he would share the cost to repair the fence. PME initially gave me the run-around until finally they ignored the problem altogether. This issue remains unresolved. I never heard from PME again about this matter. (2) In March 2014 PME brought to my attention an issue about the garage door. The tenants complained that it was not working. I asked PME for pictures and a description of the problem. PME gave me the run-around until finally the problem was again conveniently “forgotten.” I sent someone to look at the problem and was told that it looked like damage was caused by tenant misuse. So again, I asked PME for additional information (pictures, descriptions, etc.) because if the tenant broke it, I’d want the tenant to pay for it. A good, reputable, and responsible property management company would have looked into this matter but PME has ignored my requests for additional information. (3) Around mid-2014 PME brought to my attention an issue about some leak in the living room. I asked for more information so I could send someone out to repair it, but PME ignored me. The issue remains unresolved. I don’t know what the status is.(4) I discovered that there are additional (perhaps two) tenants living on the property for a total of four tenants. I didn’t approve occupancy for four tenants. (5) In December 2015, [redacted] asked if I would approve some work for leaf removal. I responded stating that I am not approving such work and asked for more information. I never received a reply. I don’t know if they ever performed the work and charged me for it without my knowledge.In response to PME’s stated conclusion, (1) They do not solve problems quickly - they have not solved problems for me at all. The only problems they solve are their problems.(2) They have not given me annual reports with pictures of my property. They have missed a few years of providing me reports, despite my repeated requests for such reports. In one instance, they sent me a report that had the same exact pictures from a previous report. There is no difference between the pictures because they show the tenants socks and other items in the same locations in several different rooms over a period of time between the two reports; the pictures are clearly the same.(3) Based on on-line reviews and word-of-mouth, PME already has a bad reputation. They will make an effort to not lose their A+ Revdex.com rating.(4) I have not delayed the work on my property. As I have shown, the delay was caused by PME failing to communicate with me. It’s easier for them to claim that I wasn’t responsive and take the repair costs from my rent proceeds than to actually coordinate the repair with me. Additionally, their claim that I use unlicensed contractors is not true. First of all, I’ve never had the opportunity to use a contractor (licensed or not) because PME always gets their people to fix the problem without my approval. Secondly, I have a home warranty program for which I pay a monthly premium. The contractors under this program are obviously licensed. So I actually am paying more to get unknown repairs done: I pay the warranty company to stand by in case there’s anything to be fixed and I payed PME (rather, they took my money without my permission) to fix something (I think they fixed something, I’m not sure because they won’t tell me what they did with my money).(5) That they are going to terminate our contract is further evidence that they ignore me. I haven’t received any notice, now one week after they made this statement. So they’re using this medium to communicate a contract termination with me. This is a convenient way for them to solve their problem: it’s less work and more cost effective for them to just ignore a problem than to spend time trying to fix it. After one day with a company, one would expect professional and respectful service. After nine years with a company, I think a company would try hard to make things right with their customers. If the effort to make it right isn’t cost effective or just isn’t what they do, a company like PME would just leave you without taking accountability for their unethical, arrogant, and unprofessional actions.I don’t appreciate it when people take my money without asking - not giving me the option to ask why they want my money and what they’re going to do with it. I don’t like paying ten cents for a bag at the store (“thanks for asking and giving me the option to keep my ten cents, cashier person”). I especially don’t like paying over $800 for.... I don’t know what that money was for! All I know is it’s gone! PME took it while I was attending to my life, having paid for and entrusted them to look after my property!

We have continually communicated with this owner over the last 9 years by both phone and emails, we have never ignored his phone calls. Because he is a $1 account we contact him before each repair to get his permission, there are a few times when his no response has created an environment where we...

have moved on and taken care of the issue, due to a health and safety issue. Every year we have completed a interior inspection report which includes pictures and descriptions of repairs, this report has been sent and acknowledged by the owner. PME has no control over how the tenant lives their life, if they want to be messy that is their right as a tenant. We are addressing the issue of an unauthorized tenant living in the house, we have served them a Three Day Notice to Perform or Quit either get the tenant to move out or receive an application from the tenant. Tenant has turned in an application for her co-tenant and we are in the middle of processing it. 7/14/15                Email from [redacted] to Owner – tenant says air conditioner will not turn on 7/14/15                Email from Owner to [redacted] – yes send someone out to diagnose the problem, advice before proceeding 7/22/14                Email from Owner to [redacted] – following up, what is progress? 7/23/15                Email from [redacted] to Owner – estimate to repair is $458.87, can we repair 7/24/15                Email from [redacted] to Owner – repeat of email above giving estimate cost, can we repair 7/27/15                [redacted] left message to call her back if he has any questions about the amount 7/28/15                Email from tenant – upset that A/C has been out two weeks, tenant has health issues one is a diabetic and sister suffers from hepatitis and is an asthmatic. 7/28/15                Both [redacted] and [redacted] left message for the owner by phone (our mail server was down so we could not send email messages) 7/31/15                [redacted] authorizes [redacted] to go out and fix the A/C, per PME’s contract, page 1 item B.2 “if in the opinion of Agent such repairs are necessary to protect the property from damage or prevent damage to life or to the property of others….Agent shall not be liable for any such disbursements not approved by owner which Agent in good faith determines to be necessary” 7/31/15                PME authorizes [redacted] to complete repair 8/3/15                   Owner emails [redacted] and calls, telling us he has his own contractor to do the work, unfortunately it’s too late the work has been completed.   Resolution: 1.       PME feels we have honored our contract 2.       We will not be giving back any money for “unauthorized” repairs, because we feel this was an emergency situation that needed to be handled due to the medical issues of the tenant and the delayed response from the owner in approving the work. Also, the issue for the water leak was a code enforcement request, these are automatic get the work done, so we don’t ask owner for permission based on PME’s contract, page 1 item B.2 “if in the opinion of Agent such repairs are necessary to protect the property from damage or prevent damage to life or to the property of others….Agent shall not be liable for any such disbursements not approved by owner which Agent in good faith determines to be necessary” 3.       PME has enforced the lease, the unauthorized tenant has brought in an application and once the application has been processed we will add him to the lease as an additional occupant. 4.       PME will not compensate owner for damages on the property, we have done an interior inspection, which is a 10 page report with pictures each year we have managed the property and this report has been given to the owner for review. On numerous occasions the owner has not complied with doing repairs or has ignored the items that need to be fixed at the property. 5.       At this point, we will be giving the owner a 30 day notice of cancellation of our contract. We feel if you don’t have confidence in our abilities after 9 years, then it’s best for us to part ways. In conclusion, we only want to work with owners that appreciate the fact that we solve problems quickly and efficiently. We value our reputation and when owner’s delay work on properties and use unlicensed contractors for work, and then it puts our company in jeopardy. Our goal is to have properties that are in good repair and the tenants can enjoy living in a comfortable habitable unit.