American Residential Properties

We took over management from Excalibur and inherited this property's notice As soon as we received the deposits from Excalibur and the resident moved out, we processed the disposition We returned the refund in full to the resident on 3/15/14, after we'd received the deposit to return
and confirmed the property had been vacated At this point the disposition should have been received

American residental has made my life a living hell, save yourself the trouble and don't rent from this companyThe worst part, I rented from the company on a month to month program, left the property with notice and returned keysEights months later I receoived a notice from a collection agency, stating I owe American Residental eight months of past due rentI had to hire an attorney to void this from my creditWhat a nightmare, this company is horrible,unorganized and inefficientAmerican Residental never return calls or emails, I requested a manager various times and never received a call back***Don't rent from this company!!!!!!!!!!!! You will regret it!!!!!!!!!!!!!!!!!!!!!

We have continued to work tirelessly with this resident to resolve the matter even though we have no obligation under the lease agreement to compensate the resident for any personal items. We also have no obligation to provide the resident with a copy of our subcontractor’s brief report on the mildew diagnosed on the property, which cause and length of time on the property was not evaluated.
The first proposed resolution was sent to the resident on Thursday, November 6, 2014 which included a reasonable reimbursement for the cleaning of personal items and requested an inventory of all replaceable items. The deadline to such first proposal and inventory list was Friday, November 14, 2014. The resident did not meet this deadline.
In the interests of time and acting in good faith to resolve this matter, a second proposed resolution was sent to the resident on Monday, November 17, 2014 which included a reasonable reimbursement for all affected items based on the average of the cleaning estimates obtained by the resident (in addition to the $2,650.77 already provided to the resident for reimbursement of personal items and hotel stay), termination of the lease and removal of all items from the property by Friday, November 21, 2014. As of November 19, 2014, the resident has not agreed to the second proposal but notified us that it is under review.

As disclosed in a letter to the husband of Ms. [redacted] dated March 17, 2015, the decision to deny the rental application submitted by Ms. [redacted] and her two co-applicants was based on more than the one incident Ms. [redacted] had disclosed to our leasing agent, Mr. [redacted].

The following message was sent to the consumer on 5/13/14 via email. The consumer then called us to confirm that the check should be mailed to the address provided below. We will be sending out her check immediately. [redacted], In response to your complaint with the...

Revdex.com, we would like to clarify a few things:Our records indicate a conversation with you in January regarding a payment that we rejected by mistake. We sent you a demand for payment in December on 12/17/13 and you made your Dec rent payment on 12/18/13. Your balance on the account after the Dec payment was $495.00, then in Jan you paid your rent on 1/3/14 but still didn’t pay any of your late fees that had been adding up on your account. You were late in Oct, Nov, Dec and never paid Feb rent. You then gave notice on 1/22/14 with a move out date of 2/28/14. We processed your final disposition on 3/29/14.  In Texas we have 30 days to process the final disposition. We show the check went to [redacted]. Your refund check was returned to us on 4/10/14 as “insufficient address/unable to forward” from the post office. Would you like us to send the check to the following address? Please confirm and we will be happy to do so. [redacted] 
[redacted]Thank you, American Residential Properties

We did take an application and fee, however, at our other office location we were also taking an application.  We take apps on a first-come, first-serve basis.  Unfortunately the other app came in just before this one.  We did tell her that we would refund the check due to the issue,...

we just weren't able to cut it while she was waiting.  The check had been given to accounting and posted so there was more to it than just returning the check.  We have followed up and attempted to discuss.

[redacted]:
I have reviewed the response made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me.  I have made contact with the business and the errors on their behalf have finally been fixed and we can all move forward now.
Regards,[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I have heard nothing from this company until this email. They money order should never have been cashed in the first place. I was told 2-3 buisness days. It is now monday, no check and no phone call. NO FOLLOW UP YET.
Regards,
[redacted]

We are first time renters with ARP and will be last time renters with them as well. We have only lived in the home 3 weeks and the microwave and dishwasher were not installed just left on the cabinets and in place with the hoses inside the dishwasher. The vents in the home had Styrofoam and cardboard shoved in them, the toilet was improperly installed and both sides moved, it continuously ran as well. On Thanksgiving night we tried to dish in the sink since they had not returned or 2 work request to hook up our dishwasher and the plumbing in the kitchen was improperly hooked up and water flooded the kitchen. I called the "emergency maintenance" and was told this was not an emergency and we could just shut water off to our home and they would call us back in 5 - 7 days when they returned from the holiday. Our daughters bedroom window was also busted and we are unable to keep her room nor the entire upstairs warm as the heat escapes from the whole in the window the refuse to let us even duct tape to help keep the heat in. I registered our home for trash pick up with the neighborhood disposal company and the prior homeowners have an outstanding balance and now I am stuck dealing with this balance and trying to fight to have it removed. I was never contacted by the company to discuss our issues and had to contact them in which I was on hold for 15 minutes and then hung up on by [redacted] when I asked for the name and number of the supervisor for reimbursement for all our troubles, I called back and was given an email to contact the company. Of course they will not reimburse anything and say we had full function of the home. How is this possible when we can't use our daughters bedroom, the master bath as the water continues to run and wont flush as it is never full and the kitchen had no working plumbing, dishwasher or microwave. I of course missed the "managers" phone call and was not given a direct number to reach her again to contact her about the horrible customer service which she as a manager never addresses or apologized for and how we have had a functioning home. I would not recommend this company to my worst enemy. They do not care about their renters, even though we pay far too much for this home, nor do they care that their homes are not safe with debris shoved in the heat units that could catch fire at anytime. If you are thinking of renting from this company I would keep looking we have lived here less than 3 weeks and have had a fully functioning kitchen for 2 days of that and yet they cant discount the rent for any of the many issues or the high heat and water bill we will have due to their neglect. We were in a bind and had to move quickly at this point being homeless may have been a better option, keep looking you will have nothing but headaches with their home and no customer service!!!!

This company is not professional at all, they never send me back the lease contract signed by them, and then changed it after the contract was finished ate their convenience.
They never respond to emails, neither phone calls. And do not return phone calls.

?As the previous applicant is aware, we were in no way obligated to return her earnest deposit. The applicant was unable to perform on a lease and therefore forfeited all rights to the earnest deposit. In an effort to help her and relieve her situation, we agreed to release the earnest deposit. It...

is unfortunate that the applicant has entered a complaint about an earnest deposit that was generously returned to her by American Residential Properties.
 
Conclusion: Earnest deposit generously returned to this person when we were not obligated to do so.

We have spoken with Mr. [redacted] regarding this situation and he has indicated that he is satisfied with our proposed resolution.

To Whom it May Concern,
 
We are in receipt of the complaint Id above.  We have worked with the [redacted]’s very well during their residency – we have been in contact with them regarding all issues and have returns their calls.  We have not had...

an issue “mixing them up with another home” the only issue was that their bank’s auto-payment sent, twice, to the wrong address.  Since we were provided documentation from the [redacted]’s and the bank we did not hold them responsible nor did we charge them late fees.  It seems from our experience that their issues should be with their bank not with our company. 
 
Our hope is that baseless complaints will not be held against our organization but please let me know how we need to proceed.
 
Best,
 
[redacted] | Director of Marketing
American Residential Properties, Inc. 
[redacted] E Greenway Parkway, Suite [redacted] | Scottsdale, AZ 85254
Tel ###-###-#### | Fax ###-###-#### 
[redacted].[redacted].com
www.[redacted].com
 
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This e-mail is intended only for use of the individual or entity to which it is addressed and may contain information that is confidential or privileged. If you are not the addressee, any use, distribution or copying of this e-mail is strictly prohibited and we request that you please notify us immediately by e-mail and destroy this e-mail and any back-ups thereof.

American Residential Properties has been nothing but a hassle. We had to resign our lease 6 times because they kept putting in the information incorrectly. We moved in to a filthy apartment (mold, dirty, nails on the floor, etc), no functioning water heater, a broken washer, and leaky kitchen sink. They compensated us for not having working water for 3 days and fixed the hot water heater and sink. It has now been 3 weeks and we still have not received a washer and our air conditioner is now broken. They are forcing us to get our air conditioner replaced on Sunday with only 3 days notice. However, this is Labor Day weekend and we have to cancel our plan for going out of town to be here for maintenance to enter the apartment.
American Residential Properties owns thousands of properties across the United States. I would NOT recommend them and I certainly will never rent from them again.

ARP is not capable of effective property management. In the 14 months that I have resided in the home. The company has not returned any phone calls, emails, or mail correspondence.
I have received numerous ominous letters threatening eviction from them and a legal representative. I assumed the first time that there was a simple clerical error in processing my monthly payment. I sent documentation of who in their office signed for it and when the MO was cashed. They did not call to say all was cleared they simply ceased communicating.
Since that time I have tried to set up an online payment portal to no avail, more non payment of rent letters, a renewal lease has arrived, I have changed the names on the lease using their doc, they also increased the rent, and I sent additional cashier checks for the rent. The rent has always been paid on time each and every month. Their email and phone system do not have live people answering or returning messages.
It is a poor business practice that they are utilizing clearing up matters through the Revdex.com instead of their accounting/ leasing department.
My questions are why are you accepting my rent payment?
Why have you not returned my calls, emails, or mail correspondence?

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I received notification that this complaint is closed and no it is not resolved. Furthermore the representative from American Residential Properties erroneously stated information in the response to you. The company made commitments multiple times but has failed to fulfill those commitments. A reimbursement for security deposits at a new resident was the only thing provided since the structure owned by American Residential Properties has whole house mold and is uninhabitable at this time. ALL of our personal belongings remain in the home gathering more mold although the company provided statements to myself and vendors that they would cover the cost to clean our textiles and furniture. The company has offered an amount far below what is necessary and although I have statements committing they secured a company who would clean and rid our items of the mold it has never occurred.
The business practices of American Residential Properties are becoming more suspect since they repeatedly make commitments they never intend to honor.
10/17/2014 Received information on two alternate residents due to the mold at current resident. Explained more options were needed since neither suited my families requirements and never received more options or follow up.
10/23/2014 This statement was provided by company and  despite receiving multiple estimates for cleaning as of today, 11/7/2014  personal property has not been cleaned.  We are also going to cover the costs for the cleaning services of your personal belonging provided by [redacted] or whichever company is able to respond the fastest. In addition, we will be waiving all fees/penalties for terminating the lease and I will have all of this outlined on the termination agreement that I will be sending over.
10/25/2014 Moved myself and infant into an alternative resident after never receiving alternatives from American Residential Properties. Received a commitment to reimburse immediately for hotel expenses incurred.
11/6/2014 I received a proposal from American Residential Properties offering to clean a small portion of our personal belongings and stated they are not to be held responsible...." for any health hazard" although this statement is contrary to all Landlord/Tenant laws. Furthermore, the landlord/owner becomes responsible for ALL mold related issues including health.
American Residential Properties has not been honest or forthright in their commitments or promises regarding this situation and are attempting to avoid their responsibilities. Their continual delay to correct the problem has created additional hardships for my families.
Although multiple requests have been made for a copy of the mold assessment on the home completed by a subcontractor of their choice, American Residential Properties has refused to provide.
I am most appalled at the erroneous statements included in their response and the lack of concern for my families well being. There has not been a resolution provided and the company continues to be unresponsive and uncooperative in settling this dispute although multiple Vice Presidents have been engaged.
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]
Thank you and all I needed was a response. I couldn't get anyone on the line or return a call or email. Being transferred in my last month and not knowing anyone specific the company didn't help me as the customer. I think someone should have taken ownership and helped me. It was a simply resolution. Thanks for responding to the Revdex.com.

American residential properties is a rip off. Normal wear and tear in a house ,I was charged for. I called these people for 3 weeks in reference to the final walk through I was unable to attend. For 3 weeks they claimed they had no results. The last time I spoke to them on 5/20/2015 they told me they had no documentation. But mysterious on 5/26/2015,I had a final deposition letter with all kind of charges. They charged me for normal wear and tear on my carpet (VERY SMALL STAINS), and some other petty things. Called to ask about these charges and you can tell they are all about money. We didn't do an initial walk though. I'm told it's my responsibility to do my own walk through form (move-in/move-out). I was never informed of this neither is it in writing. Reading my lease I was supposed to get notification of the final walk through within 5 business day....verbally they say 30 days. I've never heard of any mess like this. They are a horrible company that is money hungry and clearly after speaking to 2 different people they make it known that the charges are going to stick. But I made Ithe known to them I will be contacting a lawyer.

The timeline below outlines all events associated with this resident as well as the situation described in this complaint. We have been working with this resident with regard to this matter and will provide the resident with a plan of action by the end of this week. 
Lease #1 – Signed with...

[redacted] – 09/01/2013 – 08/31/2014
Renewed Lease – Signed with [redacted] – 09/01/2014 – 02/28/2015
Work Orders
865795 – [redacted] - $1600 Work was never completed for requested Handyman items from [redacted].  At this time we had no contact with the Resident.
866214 – Vivid Services - $150 – 01/23/2014 HVAC Filter/Service.  No other issues reported.
1042654 – The Renovation CO - $275.00 – 08/11/2014 Pipe was replaced under the guest bathroom sink.  No other issues reported. 
1057869 – The Renovation CO - $750.00 – 10/08/2014 Clogged sink in bath, removed shower door, gutters, documented personal belongings with potential damage, removed trash and debris in crawl space, fixed insulation (believed to be cause of moisture), cleaned gutter.  This was the first report of moisture issues in the home, and Vendor suggested that we offer the Resident a new location.  Pictures are loaded in to the spine, but are inconclusive.
10/9/14 – Leasing notified to contact resident to provide options. 
10/15/2014 – Resident called [redacted] and requested that leasing call them to discuss options.
10/16/2014 – [redacted] was notified to call Resident to discuss options that were sent to her for review.
10/16/2014 – [redacted] emailed a list of current available homes to her that were in the same area and price range.
10/17/2014 – [redacted] received an email response stating she was not interested in any of the homes that were provided to her.
10/18/2014 – Resident located property to relocate to.
10/21/2014 – [redacted] returned from being out of the office, and immediately notified Resident to discuss the options that were submitted to her.  She requested reimbursement for hotel stay, and notified us that she had contacted an outside resource to view personal property in the home.  [redacted] confirmed that she should contact him directly to work through this with him, and indicated that he would be a reliable resource to facilitate.  As of this date Resident was still in a hotel, and found a new home that she would be relocating to on 10/25/2014.  The two options that were sent to her from [redacted] did not work, and she stated that she found a property on her own on October 18th.
10/24/2014 – Resident submitted estimate for textile cleaning.
10/24/2014- Senior Management notified of estimates provided by Resident, and given timeline.
10/24/2014 – Senior Management requested time to meet on Monday October 27th to review.
10/27/2014 – Resident contacted [redacted] via email for an update.
10/28/2014 – [redacted] provided an outline of all estimates submitted, indicating that one more receipt was still outstanding.  He indicated that he had been in regular contact with Resident, and emailed all parties involved in review.
10/28/2014- Senior Management approved a reimbursement check for the Resident for $3000 to cover initial moving costs and short term expenses.
10/30/2014 – [redacted] engaged approved Vendor to review property.
10/29/2014 – Resident emailed Senior management to confirm that [redacted] and [redacted] staff had been in regular contact with her, apologizing , and thanking [redacted].
10/31/2014 – Check request completed, and accounting notified of urgent request, and that the check should be scheduled for Saturday delivery via [redacted].
10/31/2014 – Engagement Letter signed by Vendor.
10/31/2014 – Vendor called Resident to schedule review.
10/31/2014 – [redacted] – Timberline – Evaluation work order created and submitted to licensed and insured Vendor
11/02/2014 – Vendor confirmed appointment scheduled with Resident.
11/03/2014 – Tracking information provided to Resident.  Approved reimbursement check scheduled to arrive.  Requested that Resident notify [redacted] immediately upon receipt.
11/03/2014 – Vendor completed review of property, and is scheduled to submit formal documentation to [redacted] immediately.
11/03/2014 – Resident provided confirmation that reimbursement check has been received.

This matter has been resolved.**. [redacted] could not recall her password for our on-line payment provider's website and claimed that the “reset password” feature did not work and that no one from the on-line payment provider was available to assist her with her issue during...

the weekend. One of our accounting representatives has since spoken with her and the fee mentioned in the complaint has been waived.