Ashford Management Services, Inc. Reviews (21)
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Ashford Management Services, Inc. Rating
Description: Property Management, Real Estate Rental Service, Rental Vacancy Listing Service, Real Estate Services, Property Maintenance, Real Estate, Real Estate Consultants
Address: 14001 N 7th St Ste D107-8, Phoenix, Arizona, United States, 85022-4344
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Regarding the below complaint, I did reply however, I have changed my mind regarding the reply. We have decided...
to return the $75 cancellation fee in an effort to bring this matter to a successful conclusion. How do I contact Revdex.com to add that to my reply.
Chrys
They are phenomenal. You could not get better property managers and the pricing is the best bargain in the industry. They go above and beyond and are total pros. I would never use anyone in Arizona for property management.
Revdex.com complaint #[redacted]. AMS is unwilling to refund the $75.00 management fee due and payableunder the terms of the management agreement. Nor is it willing to refund the $8.00 due and payableunder the TPT addendum for sales tax processing. Copies of executed agreements available uponrequest.Regarding the rental rate. AMS was not provided the tenant ledger. The rental rate paid by the tenantwas the rental rate indicated. The owner portal access information was provided on 03/21/2016 and isavailable any time upon request. The portal was activated on 05/02/2016. We cannot speak to why itwasn’t accessed prior to 05/19/2016.Regarding the content of the email thread dated 05/19/2016. In response #1 -specifically the AMSresponse; It was indicated that an executed lease agreement or addendum would be needed to chargean additional fee. Meaning; if there is a signed lease or addendum indicating the tenant owed $100premium as a result of a hold over or month to month tenancy the additional charge would beenforceable. AMS was not provided a document indicating same. AMS was not a part of or privy to thenegotiations regarding the hold over/ month to month tenancy.Note: The clause Mr. [redacted] is referring to essentially says: tenant can have up to 5 pets and various pets,including cats, are generically listed.Regarding black light inspections. Our position is clear. AMS does not perform black light homeinspection. AMS is not versed in black light inspection, nor are we are trained to determine the nuancesof black light inspection result e.g. how recent, type of animal, scope of damage etc. The implicationthat our policy somehow equates to laziness is silly. It is incumbent upon the property owner to ensurethe management company has all of the material facts in order to effectively manage. AMS had no priorknowledge of the tenant or home condition. The owner had first-hand knowledge of the pets. Theowner should have made AMS aware of even the possibility of tenant caused pet damage to the extentthat a black light process may be required. The fact is; the pet odor did not present until 26 days afterthe tenant move out. The house was listed on 06/02. Showings occurred 06/02, 06/07, 06/09, 06/17,06/20 +. None of the feedback, tenant or agent, indicated a pet odor. The odor presented duringshowings on 06/26. Had the owner mentioned his concerns at the time of tenant move out, AMS wouldhave conveyed its procedures and recommended a 3rd party to evaluate the home.Regarding carpet replacement. It is a fact that Ashford Management Services does not arrange for workto be done without funds to pay for said work in hand. This is a prudent business decision and makesperfect sense. During the initial phone conversation regarding the pet odor it was determined that theowner was essentially willing to “do whatever it takes” to get a qualified renter, including carpetreplacement. Later that day an email indicating the following was received:From: [redacted] [mailto:[redacted][email protected]] Sent: Monday, June 27, 2016 To: Kim F[redacted] <[redacted]>....Ok. We also need to get someone out there to clean the carpets; there's no need to replace, just neutralize odorsand keep AC on to help keep smells out....AMS is not suggesting any intention other than what was written. If the problem is that we used theword “approved” we concede that we could have used the word “considered”.Regarding charging the tenant for the pet odor after the fact. We concur. These were phoneconversations that cannot be confirmed.Regarding property and rental showing feedback. This is simply a dishonest account of whatoccurred. During the tenant move out inspection a phone conversation included the observations andpossible negative effects of the bathroom cabinet color and lack of closet doors. The owner indicatedthe vanity was just painted and the closet door issue could be resolved with a curtain. The property waslisted for lease on 06/02/2016. Feedback was provided continuously via phone and email. Please note:from time to time it was difficult to reach Mr. [redacted] as the voicemail for one of his contact numbers wasinactive. Back up shows email feedback about showings was provided on the following dates-06/02,06/07, 06/09, 06/17, 06/20, 6/26, 6/30, 07/01, and 07/06. Examples of feedback provided upon request.An application was submitted on 06/15 the owner was made aware of the applicant; the applicant didnot qualify. An application was submitted on 07/06 the owner was made aware of this applicant. Belowis the first email sent regarding the tenant objections. Mr. [redacted] indicates our first correspondence wasJune 22nd it is simply not true. These emails do not reflect the many phone calls placed to discuss theproperty as well.On Tuesday, June 7, 2016, Kim F[redacted] <[redacted]> wrote:....We have had 2 showings of the house but no apps yet. One guy said he wanted more of a backyard and the otherlady didn’t like the pink cabinets in the bathroom and no closet doors in the master bedroom.......Best Regards, KimF[redacted]The fact is; AMS contacted Mr. [redacted] every time a showing was scheduled and provided feedback afterevery showing. To imply otherwise is simply dishonest.Regarding the backyard and Mr. [redacted]’s rant regarding not catering to tenants. We are not sure how torespond except to say; it is our job to make owners aware of all comments and objections.Regarding the rental listing rate. The owner sets the rate. AMS makes recommendation to assist withthe decision making process. We don’t “boss” our clients around. Mr. [redacted] was aware of and did notobject to the opening listing rate as evidenced by this email on June 9 where he considers reducing therent.From: [redacted] [mailto:[redacted]] Sent: Thursday, June 9, 2016 To: Kim F[redacted]>.....Also, if we haven't had any bites on the house yet, I think we should lower the rent to $1450 or less. Even $1400is OK with me if you think it will help get it rented quickly...The rates were evaluated with the owner and dropped, with approval, on the following dates. Emailback up available upon request.
Rental Rate Reduction Schedule:06/02 $1495 – Listing Rate06/09 $145006/17 $140006/23 $137506/30 $1345Regarding [redacted] ad. Mr. [redacted] is correct. The proprietary photos Ashford took of the property didcontain a watermark. Watermarks are used to protect our clients as there is a nationwide problem withlistings (particularly [redacted] listings) being poached. Watermarks help to deter this activity.AMS was happy to share its photos with Mr. [redacted], we concede that the web master did have difficultyremoving the watermark as it is a built in safety issue.Regarding the [redacted] applicant. Mr. [redacted] placed an ad on [redacted] without the knowledge of AMS.Mr. [redacted] then sent AMS the email inquiries received regarding the home. AMS followed up with allleads and showed the property as well. Late evening, July 6th a [redacted] prospect applied sight unseen.Mr. [redacted] was aware that there was a very interested party looking to apply.
Here are the emails:On Wed, Jul 6, 2016, Kim F[redacted] <[redacted]> wrote:.....I will present that offer to her. I have another guy that called me interested in the property. He has not seen ityet but says he wants to apply. He has 2 large dogs: a blue heeler and a lab. Your thoughts?......From: [redacted] [mailto:[redacted][email protected]] Sent: Wednesday, July 6 To: Kim F[redacted] <[redacted]>.....The dogs are fine with me as long as he pays the full $1345 we are asking and puts down an extra $300 or so fora deposit...From: [redacted] <[redacted][email protected]> Date: 7/7/16 To: Kim F[redacted] <[redacted]>....Kim, In light of Ashford's lack of success in advertising to place a tenant in my property, I have taken matters intomy own hands and secured my own tenant.....On Thu, Jul 7, 2016, kimf[redacted]1 <[redacted]> wrote:.......Hi [redacted] I tried to call you but I couldn't leave a voicemail we did get that guy that turned in an application lastnight so I'll have to cancel it and refund his application fee and let him know. How would you like to get the keysand garage remotes........When Mr. [redacted] wrote he was “taking things into his own hands” it was determined that he had found atenant on his own. That is why AMS cancelled the application received.Regarding the door.
Ashford stands by its assertions.? The door was found to be damaged to the extent we felt it necessary to reach the owner? The home was secure? The owner was contactedName calling and alike doesn’t change the facts.AMS believes Mr. [redacted]’s attempt to smear our small business in an effort to recoup funds is a shame.His dishonest account of the day to day transactions associated with the investment property is simplyunfair. AMS was hired to evaluate the investment property, assist with determining rental rates, showthe property, provide feedback, place an approved renter and manage the day to day operations. Ourhigh standards and constant communication, as evidenced by the preceding, is what sets us apart fromour competitors. We are forth coming, honest and hard working. We regret Mr. [redacted] is unhappy withthe services provided. We believe that sometimes it’s just not a good fit.
I was going to just
accept the $75 refund as a fair gesture, and overlook the $83 management fee,
but when my character was attacked and absolutely no proof of the claims was
provided, it's blatantly obvious they have no leg to stand on. I will
require the remaining $83 paid back to me to satisfy this claim.
Typically when people
make the claim that the following is factual, they provide at least some shred
of evidence to support them. Here are the
actual facts, with evidence to support:
#1:
As far as the rent
rate goes, I told Kim on the phone the correct rate, but of course there's no
proof of that, so they can claim whatever they want. But since AMS is a
"professional" company, you'd think something as simple as verifying
the correct rent rate with the owner would be standard practice. Apparently, since
it’s always my fault, they just accept whatever rent the tenant decides to pay,
and if the owner doesn't notice the discrepancy IMMEDIATELY, then they're free
and clear. Good to know AMS are "ethical".
Emails from May 15th
show I asked about my rent payment. This was because I was shocked at how
low it was. I tried to view the payment breakdown, but was not given access
to the portal until May 19th. On that same day I said the rent should have been
$100 extra = $1325. Kim of course passed the blame:
From: [redacted] Sent: Thursday, May 19, 2016 3:47 PMTo: Kim F[redacted] <[redacted]>Subject: Re: SPRING AC TUNE UP
Thanks, that worked!
I just looked at the statement for May, and the rent should have been $1395 since that is the month-to-month rate ($100 extra). I'm sure [redacted] and the tenant "forgot" to mention that.
Thanks!
On Thu, May 19, 2016 at 6:50 PM, Kim F[redacted]<[redacted]> wrote:
That was not conveyed to
us and there was nothing signed by the tenant stating that was the rate. I
don’t think we can go back and enforce.
Best Regards,
Kim F[redacted]
#2:
I told Kim over the
phone that there were 5 pets. Again, there
is no proof of this conversation, but the lease CLEARLY stated that she had 5 pets;
AMS obviously didn't read it (Section 17, page 7 of the signed lease. I can provide this if AMS refuses to do so).
Even when I lived in apartments with no pets, my landlords still checked for
pet urine stains with a black light upon move out. This is done precisely
because it can be masked by carpet cleaning temporarily. This is pure laziness on Ashford's behalf. Saying a 3rd party is required to
use a $5 black light for 10 seconds proves this.
I never approved AMS
to replace the carpet. They would never
act unless I had money in escrow anyway. I did say I would replace it initially,
but after speaking with a professional carpet cleaner, they said replacement
was not necessary. Only a deep cleaning
would be required. Since AMS is not a
professional carpet cleaning company, I decided to take the advice of the real
professionals; I did not renege. Also, I
merely suggested keeping the A/C on to keep the smell down while I fixed the
situation so the property could continue to be shown without turning tenants
away, not as some plot to deceive tenants as AMS is suggesting.
Lastly, AMS did not
suggest amending the move out charges, I did! When I asked about charging this back to the
tenant after the deposit had been returned, Kim said she would ask her broker,
but never got back to me. Once again AMS is “changing history” on the phone
conversations since they weren’t recorded.
All email correspondence shows otherwise when available.
#3
If
this alone doesn’t prove AMS’s dishonesty, I don’t know what will.
To
say that I was told multiple times about the color of bathroom vanity, kitchen
cabinets, and lack of closet doors being a deterrent is just an outright lie. Not only did I have to ask AMS why the
property wasn’t rented after 22 days, let alone figure out why it didn’t have
any applicants, Kim finally decides to bring up the bathroom paint color just one time:
From: [redacted] Sent: Wednesday, June 22, 2016 6:56 PMTo: Kim F[redacted] <[redacted]>Subject: Re:
OK thanks for the
update. Let me know if I can help. I didn't expect it to take this
long to find a tenant. Is there anything we can do to boost the turnout?
On
Wednesday, June 22, 2016, Kim F[redacted] <[redacted]> wrote:
I’m not sure. The only
real feedback I’ve gotten is people don’t like the pink bathroom vanity and
they want closet doors (but only one person has mentioned that) and 3 people
wanted more of a “usable” backyard. The calls/emails themselves have been a bit
slow. I don’t know if the extreme heat has something to do with it. A lot of my
listings have been really really slow the last 2 weeks. It has been 116-120 for
about 5 days
We could either drop it a
little to like $1375 or offer half off first mo rent move in special if they
move in by july 5th
Best Regards,
Kim F[redacted]
I
also was told by Kim that the property itself and back yard were too small for
some tenants needs. Am I expected to build an addition to the property to please
these tenants? The excuses from Kim are
never ending. I am not willing to make
changes to the property based on nit-picky comments from prospective tenants. If I catered to every whim of a tenant, I’d
be broke. A “professional” management
company should know this; a novice landlord (myself) should not have to worry
about those things.
I
told Kim that my primary goal was to rent the property as quickly as
possible. She never adjusted the rent rate;
I had to tell her to do it. If the rent
was too high for the condition of the property, she should have said so. To suggest that I fix these minor details is
a waste of my time and money. She should
have instead suggested lowering the rent accordingly.
From: [redacted]
Date: 5/27/2016 7:06 AM
(GMT-07:00)
To: Kim F[redacted] <[redacted]>
Subject: Re:
Kim,
Sounds good. I'd like to
be in the $1400 to $1450 range for rent so let me know if that sounds
reasonable. The priority for me is quick tenant placement with a great tenant
over demanding top dollar per month and sitting vacant so I am flexible on rent
rates.
Thanks,
So what did she do? List the property at
$1495! Good to know Ashford gets to pick the rate, and keep it there
until I tell them otherwise! And then complain that I'm bossing them
around or something when I tell them to set the rent lower.
I posted the ad on
[redacted] to spur interest since AMS plastered their company logo on all the
photos of the listing! I requested they be removed, but they couldn't
handle that for some reason. Insert whatever excuse you can come up with
here.
Also, the ONE person
that applied was actually a gentleman that I referred to AMS through my
[redacted] listing! I was not informed of his application at all, let alone “immediately”. I did not tell them to cancel; Kim said she
would cancel it once I told her AMS was fired.
Lie after lie; this is getting tedious.
More detail on that in #5 below.
#4 the door:
This is the reason I
fired AMS on the spot. The incompetence here is unparalleled. This insanity
stems from Kim's inability to close a simple door. There was no attempt
by AMS to call me. I was out of work,
and had no reason not to answer a phone call at that time. Immediately after I saw the email, I called
Kim, with no answer on her part. Even
though they claimed they felt it was “urgent” they waited until they were all
the way back at their office to return my call with an email. I emailed back and asked them to send someone
out to close the door, (because the door was definitely not broken, it just
needed to be closed properly) but Kim said it was too late, and no one was
available.
From: [redacted] Sent: Wednesday, July 6, 2016 5:41 PMTo: kimf[redacted]1 <[redacted]>Subject: Re: status
There is a lever in the
middle of the Left door that moves up and down. I forget what it does,
but that might be the problem. The Left door might be "locked" open,
meaning the handle was lifted up while the door was open, and therefore can not
be closed since the bolts are up already. Try pushing the Left door
handle down to "unlock" then close it, then lift up to lock it into
place.
Have someone call me when
they go over there. I don't want this door hanging open all night like it
is in the picture.
On Wed, Jul 6, 2016 at 8:43 PM, Kim F[redacted]<[redacted]> wrote:
Ok I will go check it. We
cannot get someone out tonight. Everyone is closed for the day. I secured it so
no one can get it open.
Best Regards,
Kim F[redacted]
Ashford Management
Services
[redacted] fax
I absolutely did
reject a "3rd party door specialist" to be "dispatched"
because the DOOR WAS NOT BROKEN. Kim, ever insistent that nothing is her
fault, kept trying to convince me that a storm or some other force had blown
the door in and broken it, and that it needed repair. There was literally
nothing wrong with the door except the person trying to close it. I
replied at 7PM (10PM my time) to have someone go out there to turn the A/C off
at least so it didn’t burn up the compressor with the door being open. Kim completely ignored it so I was forced to
send a competent person over to close the door.
If the doors were “not
as secure as they could be” then you should have remained at the premises until
you figured out how to close the door. Don’t
act like you are totally innocent, and it’s my fault for not answering the
phone. It’s your fault for not being
able to close a door.
#5
Wow, get ready for
this one, it is pure gold! AMS did not secure a tenant, MY [redacted] AD DID!
The gentleman's name was Glenn T. (last name hidden to protect the
innocent). The date that Glenn first emailed me was July 2nd, 2016. Here is the email. As you can see, I immediately
forwarded him to AMS:.
On Sat, Jul 2, 2016 at
2:11
Thank you for your
interest! Please call the property manager Kim at [redacted] to schedule a viewing or to apply. If you have any
questions let me know. Thanks!
On Jul 2, 2016 1:23 PM,
"[redacted] wrote:
PM, Glenn T[redacted] <9e6882a87b54379f8865d1dea940bb53@reply.[redacted].o...⇄ />
Hi, I'm very interested in
your property for rent. Please call me as soon as possible.
Glenn T. - 480-340-xxxx
If AMS has evidence to
show that someone else applied and was “approved” then feel free to send it to
me. Mr. T.’s application was not sent to
me because I fired AMS on the spot regarding the door locking issue.
So every claim in
their number 5 response is totally fraudulent. I did not even know he had
applied, how could I have approved him?
OK I will admit fault
on one item: I was told the "check was in the mail" for the $75.05,
so I didn't check my bank account before filing the complaint. Sorry! Kim never responded to my emails inquiring
about the status of my refund. A simple "it's been directly
deposited" would have sufficed.
Lastly, I have no idea
what your claim of mischief is by my submitting on the last day of the month; I
didn't even know what day it was. What does that even mean: Derail processes
and collections? Maybe it could have been that I finally found time out of my
schedule on a Sunday night to file the complaint? The fact that you would
even think the timing of my complaint was part of some master plan speaks
volumes of your "honesty and character".
I feel that based on
my disproving every single one of your "facts" your whole victim
mentality is totally unfounded.
In closing, I hope the
Revdex.com stands for the consumer, and doesn't fall for the petty attempts to gain
sympathy by being reminded of AMS's "women-owned" status.
Totally incompetent staff, will do absolutely no work for the money they charge. You'd be better off advertising in a newspaper that never gets read than to pay these yahoo's to try and rent your property. They may be on the cheaper side of management "services", but this is a false economy. Beware - you get what you pay for.
The Ashford team has been very professional in managing 2 properties for me. They do an excellent job relating the needs of my tenants, collecting rent and recruiting and screening new tenants when needed. They send me accurate reporting and my proceeds from the monthly rental income promptly.
Kim , is a wonderful women . She contacted me and stayed in touch thru my application process. She has so much patience and she will explain to you step by step on everything she is Wonderful
Revdex.com complaint #[redacted]. AMS is unwilling to refund the $75.00 management fee due and payableunder the terms of the management agreement. Nor is it willing to refund the $8.00 due and payableunder the TPT addendum for sales tax processing. Copies of executed agreements available uponrequest.Regarding the rental rate. AMS was not provided the tenant ledger. The rental rate paid by the tenantwas the rental rate indicated. The owner portal access information was provided on 03/21/2016 and isavailable any time upon request. The portal was activated on 05/02/2016. We cannot speak to why itwasn’t accessed prior to 05/19/2016.Regarding the content of the email thread dated 05/19/2016. In response #1 -specifically the AMSresponse; It was indicated that an executed lease agreement or addendum would be needed to chargean additional fee. Meaning; if there is a signed lease or addendum indicating the tenant owed $100premium as a result of a hold over or month to month tenancy the additional charge would beenforceable. AMS was not provided a document indicating same. AMS was not a part of or privy to thenegotiations regarding the hold over/ month to month tenancy.Note: The clause Mr. [redacted] is referring to essentially says: tenant can have up to 5 pets and various pets,including cats, are generically listed.Regarding black light inspections. Our position is clear. AMS does not perform black light homeinspection. AMS is not versed in black light inspection, nor are we are trained to determine the nuancesof black light inspection result e.g. how recent, type of animal, scope of damage etc. The implicationthat our policy somehow equates to laziness is silly. It is incumbent upon the property owner to ensurethe management company has all of the material facts in order to effectively manage. AMS had no priorknowledge of the tenant or home condition. The owner had first-hand knowledge of the pets. Theowner should have made AMS aware of even the possibility of tenant caused pet damage to the extentthat a black light process may be required. The fact is; the pet odor did not present until 26 days afterthe tenant move out. The house was listed on 06/02. Showings occurred 06/02, 06/07, 06/09, 06/17,06/20 +. None of the feedback, tenant or agent, indicated a pet odor. The odor presented duringshowings on 06/26. Had the owner mentioned his concerns at the time of tenant move out, AMS wouldhave conveyed its procedures and recommended a 3rd party to evaluate the home.Regarding carpet replacement. It is a fact that Ashford Management Services does not arrange for workto be done without funds to pay for said work in hand. This is a prudent business decision and makesperfect sense. During the initial phone conversation regarding the pet odor it was determined that theowner was essentially willing to “do whatever it takes” to get a qualified renter, including carpetreplacement. Later that day an email indicating the following was received:From: [redacted] [mailto:[redacted][email protected]] Sent: Monday, June 27, 2016 To: Kim F[redacted] <[redacted]>....Ok. We also need to get someone out there to clean the carpets; there's no need to replace, just neutralize odorsand keep AC on to help keep smells out....AMS is not suggesting any intention other than what was written. If the problem is that we used theword “approved” we concede that we could have used the word “considered”.Regarding charging the tenant for the pet odor after the fact. We concur. These were phoneconversations that cannot be confirmed.Regarding property and rental showing feedback. This is simply a dishonest account of whatoccurred. During the tenant move out inspection a phone conversation included the observations andpossible negative effects of the bathroom cabinet color and lack of closet doors. The owner indicatedthe vanity was just painted and the closet door issue could be resolved with a curtain. The property waslisted for lease on 06/02/2016. Feedback was provided continuously via phone and email. Please note:from time to time it was difficult to reach Mr. [redacted] as the voicemail for one of his contact numbers wasinactive. Back up shows email feedback about showings was provided on the following dates-06/02,06/07, 06/09, 06/17, 06/20, 6/26, 6/30, 07/01, and 07/06. Examples of feedback provided upon request.An application was submitted on 06/15 the owner was made aware of the applicant; the applicant didnot qualify. An application was submitted on 07/06 the owner was made aware of this applicant. Belowis the first email sent regarding the tenant objections. Mr. [redacted] indicates our first correspondence wasJune 22nd it is simply not true. These emails do not reflect the many phone calls placed to discuss theproperty as well.On Tuesday, June 7, 2016, Kim F[redacted] <[redacted]> wrote:....We have had 2 showings of the house but no apps yet. One guy said he wanted more of a backyard and the otherlady didn’t like the pink cabinets in the bathroom and no closet doors in the master bedroom.......Best Regards, KimF[redacted]The fact is; AMS contacted Mr. [redacted] every time a showing was scheduled and provided feedback afterevery showing. To imply otherwise is simply dishonest.Regarding the backyard and Mr. [redacted]’s rant regarding not catering to tenants. We are not sure how torespond except to say; it is our job to make owners aware of all comments and objections.Regarding the rental listing rate. The owner sets the rate. AMS makes recommendation to assist withthe decision making process. We don’t “boss” our clients around. Mr. [redacted] was aware of and did notobject to the opening listing rate as evidenced by this email on June 9 where he considers reducing therent.From: [redacted] [mailto:[redacted]] Sent: Thursday, June 9, 2016 To: Kim F[redacted]>.....Also, if we haven't had any bites on the house yet, I think we should lower the rent to $1450 or less. Even $1400is OK with me if you think it will help get it rented quickly...The rates were evaluated with the owner and dropped, with approval, on the following dates. Emailback up available upon request.
Rental Rate Reduction Schedule:06/02 $1495 – Listing Rate06/09 $145006/17 $140006/23 $137506/30 $1345Regarding [redacted] ad. Mr. [redacted] is correct. The proprietary photos Ashford took of the property didcontain a watermark. Watermarks are used to protect our clients as there is a nationwide problem withlistings (particularly [redacted] listings) being poached. Watermarks help to deter this activity.AMS was happy to share its photos with Mr. [redacted], we concede that the web master did have difficultyremoving the watermark as it is a built in safety issue.Regarding the [redacted] applicant. Mr. [redacted] placed an ad on [redacted] without the knowledge of AMS.Mr. [redacted] then sent AMS the email inquiries received regarding the home. AMS followed up with allleads and showed the property as well. Late evening, July 6th a [redacted] prospect applied sight unseen.Mr. [redacted] was aware that there was a very interested party looking to apply.
Here are the emails:On Wed, Jul 6, 2016, Kim F[redacted] <[redacted]> wrote:.....I will present that offer to her. I have another guy that called me interested in the property. He has not seen ityet but says he wants to apply. He has 2 large dogs: a blue heeler and a lab. Your thoughts?......From: [redacted] [mailto:[redacted][email protected]] Sent: Wednesday, July 6 To: Kim F[redacted] <[redacted]>.....The dogs are fine with me as long as he pays the full $1345 we are asking and puts down an extra $300 or so fora deposit...From: [redacted] <[redacted][email protected]> Date: 7/7/16 To: Kim F[redacted] <[redacted]>....Kim, In light of Ashford's lack of success in advertising to place a tenant in my property, I have taken matters intomy own hands and secured my own tenant.....On Thu, Jul 7, 2016, kimf[redacted]1 <[redacted]> wrote:.......Hi [redacted] I tried to call you but I couldn't leave a voicemail we did get that guy that turned in an application lastnight so I'll have to cancel it and refund his application fee and let him know. How would you like to get the keysand garage remotes........When Mr. [redacted] wrote he was “taking things into his own hands” it was determined that he had found atenant on his own. That is why AMS cancelled the application received.Regarding the door.
Ashford stands by its assertions.? The door was found to be damaged to the extent we felt it necessary to reach the owner? The home was secure? The owner was contactedName calling and alike doesn’t change the facts.AMS believes Mr. [redacted]’s attempt to smear our small business in an effort to recoup funds is a shame.His dishonest account of the day to day transactions associated with the investment property is simplyunfair. AMS was hired to evaluate the investment property, assist with determining rental rates, showthe property, provide feedback, place an approved renter and manage the day to day operations. Ourhigh standards and constant communication, as evidenced by the preceding, is what sets us apart fromour competitors. We are forth coming, honest and hard working. We regret Mr. [redacted] is unhappy withthe services provided. We believe that sometimes it’s just not a good fit.
I was going to just
accept the $75 refund as a fair gesture, and overlook the $83 management fee,
but when my character was attacked and absolutely no proof of the claims was
provided, it's blatantly obvious they have no leg to stand on. I will
require the remaining $83 paid back to me to satisfy this claim.
Typically when people
make the claim that the following is factual, they provide at least some shred
of evidence to support them. Here are the
actual facts, with evidence to support:
#1:
As far as the rent
rate goes, I told Kim on the phone the correct rate, but of course there's no
proof of that, so they can claim whatever they want. But since AMS is a
"professional" company, you'd think something as simple as verifying
the correct rent rate with the owner would be standard practice. Apparently, since
it’s always my fault, they just accept whatever rent the tenant decides to pay,
and if the owner doesn't notice the discrepancy IMMEDIATELY, then they're free
and clear. Good to know AMS are "ethical".
Emails from May 15th
show I asked about my rent payment. This was because I was shocked at how
low it was. I tried to view the payment breakdown, but was not given access
to the portal until May 19th. On that same day I said the rent should have been
$100 extra = $1325. Kim of course passed the blame:
From: [redacted] Sent: Thursday, May 19, 2016 3:47 PMTo: Kim F[redacted] <[redacted]>Subject: Re: SPRING AC TUNE UP
Thanks, that worked!
I just looked at the statement for May, and the rent should have been $1395 since that is the month-to-month rate ($100 extra). I'm sure [redacted] and the tenant "forgot" to mention that.
Thanks!
On Thu, May 19, 2016 at 6:50 PM, Kim F[redacted]<[redacted]> wrote:
That was not conveyed to
us and there was nothing signed by the tenant stating that was the rate. I
don’t think we can go back and enforce.
Best Regards,
Kim F[redacted]
#2:
I told Kim over the
phone that there were 5 pets. Again, there
is no proof of this conversation, but the lease CLEARLY stated that she had 5 pets;
AMS obviously didn't read it (Section 17, page 7 of the signed lease. I can provide this if AMS refuses to do so).
Even when I lived in apartments with no pets, my landlords still checked for
pet urine stains with a black light upon move out. This is done precisely
because it can be masked by carpet cleaning temporarily. This is pure laziness on Ashford's behalf. Saying a 3rd party is required to
use a $5 black light for 10 seconds proves this.
I never approved AMS
to replace the carpet. They would never
act unless I had money in escrow anyway. I did say I would replace it initially,
but after speaking with a professional carpet cleaner, they said replacement
was not necessary. Only a deep cleaning
would be required. Since AMS is not a
professional carpet cleaning company, I decided to take the advice of the real
professionals; I did not renege. Also, I
merely suggested keeping the A/C on to keep the smell down while I fixed the
situation so the property could continue to be shown without turning tenants
away, not as some plot to deceive tenants as AMS is suggesting.
Lastly, AMS did not
suggest amending the move out charges, I did! When I asked about charging this back to the
tenant after the deposit had been returned, Kim said she would ask her broker,
but never got back to me. Once again AMS is “changing history” on the phone
conversations since they weren’t recorded.
All email correspondence shows otherwise when available.
#3
If
this alone doesn’t prove AMS’s dishonesty, I don’t know what will.
To
say that I was told multiple times about the color of bathroom vanity, kitchen
cabinets, and lack of closet doors being a deterrent is just an outright lie. Not only did I have to ask AMS why the
property wasn’t rented after 22 days, let alone figure out why it didn’t have
any applicants, Kim finally decides to bring up the bathroom paint color just one time:
From: [redacted] Sent: Wednesday, June 22, 2016 6:56 PMTo: Kim F[redacted] <[redacted]>Subject: Re:
OK thanks for the
update. Let me know if I can help. I didn't expect it to take this
long to find a tenant. Is there anything we can do to boost the turnout?
On
Wednesday, June 22, 2016, Kim F[redacted] <[redacted]> wrote:
I’m not sure. The only
real feedback I’ve gotten is people don’t like the pink bathroom vanity and
they want closet doors (but only one person has mentioned that) and 3 people
wanted more of a “usable” backyard. The calls/emails themselves have been a bit
slow. I don’t know if the extreme heat has something to do with it. A lot of my
listings have been really really slow the last 2 weeks. It has been 116-120 for
about 5 days
We could either drop it a
little to like $1375 or offer half off first mo rent move in special if they
move in by july 5th
Best Regards,
Kim F[redacted]
I
also was told by Kim that the property itself and back yard were too small for
some tenants needs. Am I expected to build an addition to the property to please
these tenants? The excuses from Kim are
never ending. I am not willing to make
changes to the property based on nit-picky comments from prospective tenants. If I catered to every whim of a tenant, I’d
be broke. A “professional” management
company should know this; a novice landlord (myself) should not have to worry
about those things.
I
told Kim that my primary goal was to rent the property as quickly as
possible. She never adjusted the rent rate;
I had to tell her to do it. If the rent
was too high for the condition of the property, she should have said so. To suggest that I fix these minor details is
a waste of my time and money. She should
have instead suggested lowering the rent accordingly.
From: [redacted]
Date: 5/27/2016 7:06 AM
(GMT-07:00)
To: Kim F[redacted] <[redacted]>
Subject: Re:
Kim,
Sounds good. I'd like to
be in the $1400 to $1450 range for rent so let me know if that sounds
reasonable. The priority for me is quick tenant placement with a great tenant
over demanding top dollar per month and sitting vacant so I am flexible on rent
rates.
Thanks,
So what did she do? List the property at
$1495! Good to know Ashford gets to pick the rate, and keep it there
until I tell them otherwise! And then complain that I'm bossing them
around or something when I tell them to set the rent lower.
I posted the ad on
[redacted] to spur interest since AMS plastered their company logo on all the
photos of the listing! I requested they be removed, but they couldn't
handle that for some reason. Insert whatever excuse you can come up with
here.
Also, the ONE person
that applied was actually a gentleman that I referred to AMS through my
[redacted] listing! I was not informed of his application at all, let alone “immediately”. I did not tell them to cancel; Kim said she
would cancel it once I told her AMS was fired.
Lie after lie; this is getting tedious.
More detail on that in #5 below.
#4 the door:
This is the reason I
fired AMS on the spot. The incompetence here is unparalleled. This insanity
stems from Kim's inability to close a simple door. There was no attempt
by AMS to call me. I was out of work,
and had no reason not to answer a phone call at that time. Immediately after I saw the email, I called
Kim, with no answer on her part. Even
though they claimed they felt it was “urgent” they waited until they were all
the way back at their office to return my call with an email. I emailed back and asked them to send someone
out to close the door, (because the door was definitely not broken, it just
needed to be closed properly) but Kim said it was too late, and no one was
available.
From: [redacted] Sent: Wednesday, July 6, 2016 5:41 PMTo: kimf[redacted]1 <[redacted]>Subject: Re: status
There is a lever in the
middle of the Left door that moves up and down. I forget what it does,
but that might be the problem. The Left door might be "locked" open,
meaning the handle was lifted up while the door was open, and therefore can not
be closed since the bolts are up already. Try pushing the Left door
handle down to "unlock" then close it, then lift up to lock it into
place.
Have someone call me when
they go over there. I don't want this door hanging open all night like it
is in the picture.
On Wed, Jul 6, 2016 at 8:43 PM, Kim F[redacted]<[redacted]> wrote:
Ok I will go check it. We
cannot get someone out tonight. Everyone is closed for the day. I secured it so
no one can get it open.
Best Regards,
Kim F[redacted]
Ashford Management
Services
[redacted] fax
I absolutely did
reject a "3rd party door specialist" to be "dispatched"
because the DOOR WAS NOT BROKEN. Kim, ever insistent that nothing is her
fault, kept trying to convince me that a storm or some other force had blown
the door in and broken it, and that it needed repair. There was literally
nothing wrong with the door except the person trying to close it. I
replied at 7PM (10PM my time) to have someone go out there to turn the A/C off
at least so it didn’t burn up the compressor with the door being open. Kim completely ignored it so I was forced to
send a competent person over to close the door.
If the doors were “not
as secure as they could be” then you should have remained at the premises until
you figured out how to close the door. Don’t
act like you are totally innocent, and it’s my fault for not answering the
phone. It’s your fault for not being
able to close a door.
#5
Wow, get ready for
this one, it is pure gold! AMS did not secure a tenant, MY [redacted] AD DID!
The gentleman's name was Glenn T. (last name hidden to protect the
innocent). The date that Glenn first emailed me was July 2nd, 2016. Here is the email. As you can see, I immediately
forwarded him to AMS:.
On Sat, Jul 2, 2016 at
2:11
Thank you for your
interest! Please call the property manager Kim at [redacted] to schedule a viewing or to apply. If you have any
questions let me know. Thanks!
On Jul 2, 2016 1:23 PM,
"[redacted] wrote:
PM, Glenn T[redacted] <9e6882a87b54379f8865d1dea940bb53@reply.[redacted].o...⇄ />
Hi, I'm very interested in
your property for rent. Please call me as soon as possible.
Glenn T. - 480-340-xxxx
If AMS has evidence to
show that someone else applied and was “approved” then feel free to send it to
me. Mr. T.’s application was not sent to
me because I fired AMS on the spot regarding the door locking issue.
So every claim in
their number 5 response is totally fraudulent. I did not even know he had
applied, how could I have approved him?
OK I will admit fault
on one item: I was told the "check was in the mail" for the $75.05,
so I didn't check my bank account before filing the complaint. Sorry! Kim never responded to my emails inquiring
about the status of my refund. A simple "it's been directly
deposited" would have sufficed.
Lastly, I have no idea
what your claim of mischief is by my submitting on the last day of the month; I
didn't even know what day it was. What does that even mean: Derail processes
and collections? Maybe it could have been that I finally found time out of my
schedule on a Sunday night to file the complaint? The fact that you would
even think the timing of my complaint was part of some master plan speaks
volumes of your "honesty and character".
I feel that based on
my disproving every single one of your "facts" your whole victim
mentality is totally unfounded.
In closing, I hope the
Revdex.com stands for the consumer, and doesn't fall for the petty attempts to gain
sympathy by being reminded of AMS's "women-owned" status.
Regarding the below complaint, I did reply however, I have changed my mind regarding the reply. We have decided...
to return the $75 cancellation fee in an effort to bring this matter to a successful conclusion. How do I contact Revdex.com to add that to my reply.
Chrys
Thank so much for all your help. You've really been MARVELOUS to work with! We almost hate to go! Maybe you can manage our new home for us!
I am an out of state owner and would like to commend Ashford Management Services for the exemplary service we received during the 3 years they managed our home for us. They were always pleasant, accessible and direct deposited our rent funds to us much quicker than our previous mgmt company. When it came time to sell our home,[redacted] and [redacted] were invaluable in making it a smooth transition and assisting us and our sales agent in getting it on the market. Being so far away in Alaska, we could NOT have done it without them and I can't speak highly enough of Ashford. If we ever buy rental property in AZ again, they will be the first call I make.
Kim has done an outstanding job in dealing with the HOA of my rental condo when the sewage main line backed up into my unit. what seemed like a hopeless situation has been resolved, in large part due to her efforts. Kristi also helped with a powerful e-mail to the HOA.
I have a rental property Maricopa since 2008. I have had other property manager in the past that I have worked with on my property. However, this is the only time that I am pleased and impressed with the professionalism,honesty, trustworthy and good working property manager and the "I will take care of it" and "I am on top of it" attitude from any of the property management until Kim tool over.I can go on and on with all the tasks that Kim has put her dedication and commitment to test. She surely passed and have gone beyond it all. She is excellent and I really like Kim a lot. I referred her to my co worker and I also want her to manage my newly acquired property in Phoenix. Thank you!!
I am very happy with the service provided by Ashford Management, I have been dealing with a difficult renter. I called Ashford they were helpful and understood every part of the problem. They were able to help me out of a tough spot! I have since hired Ashford and am very happy to have done so. I recommend Ashford to anyone with a rental house.
I want to thank you for everything you did for me and taking care of all the issues with my properties.It has been a great and wonderful experience working with you and with your professional team. Working with all of you has been a wonderful experience.
Poor customer service, even worse business practices. And whatever you do, don't cross them.
I let my Ashford property manager, a manager in the company as well, go after delays and poor service with my rental. The house was destroyed and evidence was the property manager was little aware of the situation and did less to fix it. There was little attention to detail or control of contract work.
The real professionalism came out once I fired the manager. I was attacked personally. My military career was questioned, and my honor was directly attacked. When I challenged work that was supposed to be done and I felt I was being charged outrageously for, I was threatened with a lawsuit.
There are many property management companies in Phoenix. I highly recommend using another.
Your website helped draw me in. and then Kim called and I was even more impressed. She has been very responsive and on task, my house rented quickly with her help and professional guidance.
Its been such a relief having you guys. You've been wonderful. I am so excited that the house got rented really fast, wouldn't be like that without professional people like you, thank you very much!
I rarely take the time to submit reviews either negative or positive online but I just want to commend this company for the amazing service provided, especially [redacted]. From day one, she was pleasant, informative and knowledgeable. She walked us through the process every step of the way. We have never rented our home before and she made the process painless and actually enjoyable. She rented our home quickly to qualified tenants and coordinated having pool service take over and carpets cleaned after we left and the new tenants moved in. I love the fact we can access our statements and documents online and even after hours I have received calls or emails from [redacted] to answer questions...most recently at 1am! They truly provide great service and we are very thankful we found them. Would highly recommend. I gave them a 10 rating and they truly have earned it.