AZ Property Solutions Real Estate and Management

Please understand that part of the marketing we do includes MLS and over 60 other syndicated sites.  Additionally, we develop long-term relationships with other real estate professionals as part of our strategy to make sure that we have a deep list of qualified tenants to place in our client's homes so that they do not have long-standing vacancies.  Regardless of whether one of our internal agents found the tenant or it was placed through our other efforts, it was in fact our marketing efforts and relationships that caused the home to be rented by quality tenants.
With regard to the tenants, they are completely happy with our service and how they have been treated by our company.  We have confirmed with the tenants to makes sure they have the owner contact information and the have confirmed that they do.  At this point we have performed at a very high level for this client and we will continue to assist him in a smooth transition.  If he is having trouble contacting the tenant we are more than happy to assist him with the transition at no extra charge.
Again, hiring a property management company is not for everyone.  Understanding that the role of a property management firm to act at the direction of the client vs making decision 'for' the client is important.  Our goal when working with our client's is to protect their assets by giving them the information they need to make good decisions and by providing them with quality tenants that pay rent on time and take care of the home.  Sometimes tenants make a lot of requests for repairs, rather than seeing these requests as burdensome and contrary, many of our clients see these requests as someone watching after the home and the opportunity to repair and protect the value of their investment.  We strive to work in the best interest of our clients (home owners) and in this case as in all cases, we have done that.
Again, this client has an opportunity to reach out to me directly.  I have investigated the complaint with my staff and I have even insured that they have double checked to make sure that this client has all of the information he has requested and he does.  I am not sure what more we can do as his request has been fully fulfilled and complied with.  I am always available to make sure this client is satisfied he need do nothing more than email or call me direct.  We have talked multiple times over the years and he actually has my cell phone number.  His attempts here are nothing more than to try to sully our good reputation.  I truly respect this client and will do all in my power to help but at this time, all of his requests have been answered and taken care of.  We are unclear what more he wants from our company?  However, we stand ready to help.  He just needs to contact me directly so that I can help.   Sincerely, Michael G[redacted] President of Commercial Operations.

Let me review the points Michael G[redacted] was making:
He mentions that for best efficiency the tenant enters the request on a portal, where the owner would get notified that there is a new message on the portal. This would require me to log in to the portal, which does not work from a smartphone. Due to my job, I often cannot review this during the work week, and sometimes not weekends. This is why I employ a property manager. Actually, the portal requires the tenant to enter the request directly to me, then my response goes directly to the tenant, then they ask their handyman to look at it and I get charged. Not only do I wonder why I am paying them; also it is less efficient for me then the tenant emailing me directly as I can view and respond to this from my phone. I explained that this system does not work for me and asked them if they can change it to where the messages go to them and if it appears to be a valid request, they contact me via phone or email. They agreed and the notifications stopped, but they did not follow through on their end. As an example, on the last repair, I did not receive any notification. Finally I received the very first notice on Oct 3 regarding this stating that "We had attempted to reach out to you about the work order that was opened and hadn't heard back. The work had to be completed at the condo,...". It is obvious that they didn't follow the previous arrangement and didn't even remember it.
They also stated that the send a vendor (their own handyman) did a temporary fix only, and proper repair was required. By not contacting me beforehand as promised, I will incur additional charges as I pay every time they send out someone to look at it. It is correct that I know about the charges, as they are paid for by me, and deducted of the rent. I asked for a proper receipt for the repair, including labor rate, number of hours, parts replaced, cost of parts, taxes. By Oct 21st (almost 3 weeks) and after several emails and phone call attempts (left messages, eventually mail box was full), I still had not even received a response. I sent a message that they are not doing their job and that I need to cancel the arrangement effective immediately. The end of the lease was approaching quickly, they did not do their job, including not working on the lease renewal, answering multiple requests from me, etc. At this point I requested the tenants contact and lease information. The next day I received the response that they will send me the invoice and contact information.
Over the next days, I tried to get the info, called, send more emails. Similar issues: Calls not answered, mailbox full, no answer to emails. When I reached an employee, Kim, on the phone, she said she is in a meeting and doesn't have time, but will send me the info that day. She did not. On Oct 28th, and only after filing the complaint with the Revdex.com I received the contact info for the tenants. I still have not receive the invoice. I have the emails to prove the dates, Oct 3rd request to Oct 28th is far from the very first request. In the meantime, the Property Managers have been in communication with the tenants "discussing options to renewing the lease" while keeping me out of the loop.
I feel sorry for the tenants being caught in the middle of this. I have had many more issues like this with the company. Kirsten on multiple occasions has been rude to me and lost her temper. I have never seen such an unprofessional company, even worse in a service industry where their job is to manage between the client and the customer.
When it came to doing taxes, they requested an additional payment for doing this. This company does get paid for nothing, and asked for more money if they suddenly had to do something. However, they were overwhelmed with the tax filing and apparently were still not able to resolve this.
It is also not correct that they found a tenant for me, they added the listing to the MLS renting database and an independent realtor, Ron Houston, found the tenants. I paid for this extra.
The fact remains, their service did not add any value and worsened, not created a relationship between owner and tenants. I realize my big mistake was to not cancel this contract earlier. During my time as consultant and contractor, I wanted to hire a management company because I did not have the time to deal with anything, including finding someone who can actually do the management work for me.
The least I can expect is a full refund in fees I paid. I would also like to see proper statements or refunds for the work done. As previously stated, they need to stop talking to the client. I need a confirmation they stop interfering, need the keys and the damage deposit. From Michael's response that they are transferring the remainder of the lease I understand that I will be collecting rent directly now.

I would like to address all of the issues stated by this client.  First and foremost I'd like to say that we are sorry he is not happy with our service.  We found quality tenants that paid on time and did not damage his home.  The claim that we do not provide a detailed list of...

repairs is countered by his own assertion and breakdown of the repair costs, it is confusing how he would know the breakdown yet still claim that we did not provide that breakdown ... clearly we did.  The client may be upset that he had to actually do repairs, as been his complaint in the past.  We are simply the property manager, it is his job to maintain and pay for the maintenance of his own investment.
We do try to limit the costs of repairs to our clients but at the end of the day it is their responsibility and we are sorry that the below market charges and professionally guaranteed work that arranged for the owner were not to his liking, but again, we can only do our job and we did that with professionalism.  The client is correct, in an effort to create efficiency and make sure that the client's investment is protected and preserved we do deploy technology that allows the client to know the exact moment a tenant notifies us of a problem with his home.  In this manner everyone is notified and the approval process is begun immediately.  Most of our clients see this as an advantage and another example of our quality service vs our competition.
With regard to the accusation that we talk bad about our clients to our customers, that is a facedly untrue statement... we do NOT!  We only give the customer the client's comments and we protect our client's investment and reputation at ever instance.  If a customer (tenant) has an opinion about an client (owner) it is a direct relationship to how a client treats the customer with regard to approval of work orders and directions we are given with regard to leases, rent collections, renewals, etc. 
The clients demand for the tenants contact information was accomplished and delivered at his very first request.  Additionally, we can provide proof that the tenant has been given the owner's contact information as well.  Additionally the tenant has reached out to the owner several times and has called our office to complain that he has not responded.  We've instructed them that we are no longer able to communicate with them and instructed them to continue to try to reach the owner.  We continue to adhere to our fiduciary responsibility and create a smooth transition. 
If this owner (past client at this point) has any other issues we are more than happy to assist.  We are transferring all leases and other required records and our staff is sad to see him go but we understand and want him to have smooth transition.  I am available to personally assist with any future needs.  The client has permission to contact me directly.  Michael G[redacted] President of Commercial Operations, [email protected]

Several factors affected the clients disposition with regard to the security deposit.  First and foremost, the client needs to understand that AZ Property Solutions makes no decision with regard to the deposit, those decisions are made by the owner of the property.  We are simply...

following the owner's direction with regard to this legal matter.  The complaint would be against the owner and his LLC, NOT AZ Property Solutions as all we do is present the facts and take direction from the owner.  We have NO LEGAL AUTHORITY with regard to security deposit disposition and are bound by a FIDUCIARY RESPONSIBILITY to do as instructed by our client when those instructions are not illegal and are within the realm of their reasonable and lawful request.Factors that affected the owners decision with regard to this disposition were as follows:1.  The tenant moved into this property while another property management firm was managing the property.  They did not turn over the original move-in inspection forms and the tenant did not and could not produce their copy of same inspection.   Therefore, the owner of the property determined all deferred maintenance in excess of normal wear and tear to the fault of the tenant.2.  The tenant was not ready for the scheduled move out inspection and was still moving their belongings when the inspector arrived to do the inspection.  The tenant was informed that the inspection would happen the following day and a lock box was put on the house for a return visit.  The inspector gave no indication to the tenant about the disposition of the security deposit because he was not able to do so given the fact that the tenant was still moving.  The tenant's assertion that they were told they would receive the entire deposit back is not factual as there was no official way to make that determination.3.  The tenant was a 24 hour hold-over and did not vacate in a timely manner, again causing problems with regard to their contractual obligation to vacate said home in a timely manner.4.  The final move-out inspection was completed and the tenant disposition was issued per instructions from the owner.  As directed, the tenant was responsible for all items not considered normal wear and tear and the owner of the property instructed AZ Property Solutions to withhold the deposit and deliver it to him as compensation for damages caused to the property by the tenant.  We represented our client lawfully and legally.  We informed the tenant of damages/disposition as required.  AZ Property Solutions has done nothing wrong and this complaint is actually a surprise to us as the tenant has made no formal request of redress with our firm.  I am available to speak with the tenant if they so desire to explain to them how they can redress this issue with the owner ... whom their complaint is actually against ...  Sincerely,Michael G[redacted]President of Commercial OperationsAZ Property Solutionsmg[redacted]@ps-america.com[redacted]

Review: Arizona property solutions is attempting to charge Me $1710 in move out fees, after they stated during a move out inspection we had no charges to worry about. The day after we were no longer residents, turned the property back over to them, and were out of state they decided to charge us while refusing to explain what the charges are for. They sent us a notification to check our tenant portal to review the charges, then deactivated our account before we could ever log in to view these charges. After multiple calls and emails with them, we have still not been given any definitive information.Desired Settlement: We would like our security deposit returned to us as promised upon our final inspection. Our credit report unaffected, as this is erroneous charges not explained to us. And lastly, this company to receive repercussions for their actions.

Business

Response:

Several factors affected the clients disposition with regard to the security deposit. First and foremost, the client needs to understand that AZ Property Solutions makes no decision with regard to the deposit, those decisions are made by the owner of the property. We are simply following the owner's direction with regard to this legal matter. The complaint would be against the owner and his LLC, NOT AZ Property Solutions as all we do is present the facts and take direction from the owner. We have NO LEGAL AUTHORITY with regard to security deposit disposition and are bound by a FIDUCIARY RESPONSIBILITY to do as instructed by our client when those instructions are not illegal and are within the realm of their reasonable and lawful request.Factors that affected the owners decision with regard to this disposition were as follows:1. The tenant moved into this property while another property management firm was managing the property. They did not turn over the original move-in inspection forms and the tenant did not and could not produce their copy of same inspection. Therefore, the owner of the property determined all deferred maintenance in excess of normal wear and tear to the fault of the tenant.2. The tenant was not ready for the scheduled move out inspection and was still moving their belongings when the inspector arrived to do the inspection. The tenant was informed that the inspection would happen the following day and a lock box was put on the house for a return visit. The inspector gave no indication to the tenant about the disposition of the security deposit because he was not able to do so given the fact that the tenant was still moving. The tenant's assertion that they were told they would receive the entire deposit back is not factual as there was no official way to make that determination.3. The tenant was a 24 hour hold-over and did not vacate in a timely manner, again causing problems with regard to their contractual obligation to vacate said home in a timely manner.4. The final move-out inspection was completed and the tenant disposition was issued per instructions from the owner. As directed, the tenant was responsible for all items not considered normal wear and tear and the owner of the property instructed AZ Property Solutions to withhold the deposit and deliver it to him as compensation for damages caused to the property by the tenant. We represented our client lawfully and legally. We informed the tenant of damages/disposition as required. AZ Property Solutions has done nothing wrong and this complaint is actually a surprise to us as the tenant has made no formal request of redress with our firm. I am available to speak with the tenant if they so desire to explain to them how they can redress this issue with the owner ... whom their complaint is actually against ... Sincerely,Michael G[redacted]President of Commercial OperationsAZ Property Solutionsmg[redacted]@ps-america.com[redacted]

Review: I have been renting this house since 6/21/2013 from AZ Property Solutions. I have complied to everything in my contract/rent agreement with them and have paid my rent on time, or in advance, every month.

My first week in the house I had to call and have the A/C repaired for condensation leaks. At this time I found out that there was no flue pipe for the heater and I would not be able to safely run my heater until this problem was fixed. Running the heater without a flue pipe would allow for carbon monoxide to flow directly into the home. [redacted] mechanical told me he would submit his findings to the property management company and they would take getting it fixed from there. I never heard anything back on the ETA to have this fixed and continued to wait for the phone call to have it fixed. (I mentioned this in numerous emails to [redacted] and [redacted] (they are management and property management representatives with whom I worked directly on signing my lease with- and it was never addressed).

August came and I again had another condensation issue and during that time again asked for an ETA on when the heater would be fixed. When [redacted] mechanical came out to fix the condensation leak they explained they had been so busy over the summer they had asked the property management company if they could delay making the flue pipe until it calmed down and that now he would start working on it in the next few weeks to get it completed. Once this was explained I was a little more understanding-however I would have greatly appreciated having someone explain this to me instead of being ignored by the property management company everytime this was brought up.

To current day, I figured instead of including this in a list of items I needed addressed as it seems to continually get disregarded, I began making individual work order requests to have just this one item fixed (hoping it would get some attention). Per their request all this correspondence was made on their tenant portal they use to manage accounts.

On 10/7/2013 I sent correspondence on the tenant portal and asked them to AGAIN please get working with [redacted] mechanical to have the heater fixed as the colder months are approaching. I received no answer back.

A week later on 10/11/2013 I again readdressed this. I received a comment back that [redacted] (their maintenance representative) would update me on AC issues.

On 10/23/2013 I STILL had not heard from [redacted] and sent them another message.

On 10/24/2013 [redacted] called me and inquired what was going on. He said this is the first time he had been given a message to contact me. I expressed my frustrations. He said he was going to call you, get approval, and then call [redacted] mechanical. He called me back a few minutes later, said it was all taken care of, and [redacted] mechanical would be calling me that day or the next, and to call him if there were anymore issues.

On 10/28/2013 I still had not been contacted by [redacted] mechanical and called [redacted] and left him a voicemail asking him to check up on it. Received no contact back.

On 10/31/2013 I called [redacted] again and left him another voicemail that I still have not been contacted.

It is 11/3/2013 and I still have not been contacted by [redacted] or [redacted] mechanical.

This is ridiculous that this is a known problem that they have known about and I have been trying to get fixed since 6/28/2013. It is also a serious safety and liability issue.

This is just an addition to the numerous problems I have had with this company to get answers to requests or to get things repaired on the house. I get ignored or have to make numerous requests. When I have addressed this to their management, they have only became increasingly rude and defensive.Desired Settlement: I would like my heater finally repaired and would like them to step up their customer service and responsibility as a business. I will be filing additional reviews as right now I have a very low opinion of their company and feel at this point others should be warned. I do however hope this is resolved and their actions and attitude towards their consumers can possibilty change to restore my confidence in this company. While I am living in this home I had planned to have a positive experience as it is essential to have that positive coorperation and interaction when they are the middle man between the renter and landlord.

Business

Response:

In response to complaint:First and foremost we at AZ Property Solutions want this tenant to know that we would never knowingly ignore a service request, especially one as serious as this. In situations such as these all tenants in the State of Arizona have the ability under the Tenant/Landlord Statutes to pay for these repairs themselves and bill the landlord for the repairs and we would have fully supported the tenant in this situation had that been the solution they felt necessary. However, per the [redacted]elines in our system, these repairs were completed fairly quickly. We understand the tenants concern but our records indicate that we were in constant communication with the tenant regarding the requested repair. As is evident, the tenant was not ignored and a difficult repair was made in a [redacted]ely manner. Our contractor was very busy during a very active season when many older mechanical systems fail. Additionally, the parts required to repair this unit were on backorder and took a while to come in. We apologize that it took him longer than expected to order and obtain the necessary parts and finalize the repair. Our Maintenance Manager, [redacted] was in constant communication with the tenant about these issues. The tenant’s complains that the broker and the property manager did not respond directly to questions, however, the Maintenance Manager did and was in constant and consistent communication about the issues. In our system the appropriate and knowledgeable person responsible for the repairs is supposed to communicate with the tenant in order to avoid confusion and missteps. That is exactly what happened in this situation as our Maintenance Manager remained in constant contact with the tenant. In the end, the repair was completed and the tenants concerns were addressed as quickly and as efficiently as could have been expected given the circumstances .. i.e. [redacted]e of year and availability of parts. [redacted]eline – First Request – 1-day08/01/2013 – HVAC repair request – condensation problem – rush repair status08/01/2013 – Scaggs Mechanical completed repair – notified of possible vent problem – requested delay in repair due to summer[redacted]e and not needing to be completed until furnace was active.08/02/2013 – Satisfaction of repair confirmed w/Tenant and work order closed in system. [redacted]eline – Follow-on Request – 9-days10/24/2013 – Customer request/work order logged into our tenant portal10/24/2013 – Customer request approved by [redacted] 10/24/2013 – Repair ordered w/Scaggs Mechanical10/28/2013 – Repair scheduled by Scaggs Mechanical w/Tenant11/05/2013 – Repair completed by Scaggs Mechanical11/19/2013 – Satisfaction of repair confirmed w/Tenant and work order closed in system. Final [redacted]eline notes:The complaint did not originate on 06/28/2013 .. the complaint originated in August of 2013 and the necessary primary repairs were made immediately. The secondary repairs were made in October when a second request was initiated by the tenant, however, that request was not necessary as we were scheduled to make the repair once parts arrived. Conclusion:We aim to always provide top quality service and communication to our customers (tenants) and our clients (landlords). Some[redacted]es we cannot meet the [redacted]eline or expectations that tenants believe are achievable but we never quit trying to make them happy anyway! This repair is complete and we never avoided the tenant. Even while the tenant was making this complaint to the Revdex.com, we were in constant communication and attempting to resolve the issue. While we were unaware of the tenant’s complaint to the Revdex.com, we still gave the tenant exceptional service and our subcontractor completed a quality repair. We believe everyone to be happy as there have been no more complaints from this tenant and the situation is fully resolved. We appreciate the process of complaint resolution as it helps us to grow our business process and provide quality customer care. This incident has helped us to refine procedures that will better address primary and secondary repair issues and help us to better communicate our repair solutions with customers and clients moving forward. Sincerely,[redacted]V.P. Operations/Customer ServiceAZ Property SolutionsPresident Commercial OperationsProperty Solutions USACRE Division of AZ Property Solution[redacted]

Review: On 5/28/13, I paid an application fee for an advertised rental through AZ Property Solutions. On Monday, June 3, I was notified via email by the property manager at the company ([redacted]) that the owner of the property had changed her mind and decided not to rent the property. I was given the choice of applying for another property she managed or a refund. On June 11, I requested a refund by email and gave my current address. On June 28, after attempting to contact AZ Property Solutions via phone multiple times during business hours, and having left messages that went unreturned, I emailed Ms [redacted] on her company email again, stating that I had heard nothing back regarding the request for refund (that she had offered me) nor had I received the refund. The designated broker, [redacted], responded and stated that their accountant had record of refund being issued and that they were looking into the matter. As of today, August 9, 2013, I have never received further communication from AZ Property Solutions, nor have I received the refund of $70. I paid a fee for application to be considered for a home rental, was told the owner of the property had changed her mind on renting, and was offered a refund. I am entitled to the refund, since my application was not even considered.Desired Settlement: Refund of the entire amount of $70 which I paid with Visa

Business

Response:

Payment sent for $70 to [redacted]. This was a non-refundable application fee and is normally not refundable. But we did refund her money. TypeInvoice NumberAmountDescriptionInvoiceSnowcap Refund for App FeeInvoice:70.00Discount:0.00Adjustment:0.00Net:70.00Snowcap Refund for App Fee Total:$70.00 Expected receipt to applicant 8/16/2013

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 9660980, and find that this resolution would be satisfactory to me. I received the refund, dated August 12, 2013 on August 16. Thank you for your assistance in resolving this matter.

Regards,

Review: This company charges a monthly fee, but does not do their job.

I had to cancel out of the contract to avoid further damage and they refuse to release the information of the current tenants while their lease is expiring in 2 days.

I pay them monthly to represent me, instead they forward the tenant requests directly to me without doing the management they are paid for. At the same time, they misrepresent and bad mouth me at the tenant.

Examples of them not doing their job:

* Were not able to deal with filing taxes

* Did not take any action during lease renewal.

* Most of the repairs are done by their own handyman. They are however not able to provide a proper invoice.

* The tenants are told to enter the work requests on a web page. These get directly go to sleep he owner for approval. This provides no value over the tenant directly contacting the owner - what did I pay them for since they are not managing the property? Their interaction with the tenant consists of bad mouthing the owner. One example is when the tenants mentioned that they had not cleaned their carpet in a year and wanted them cleaned professionally. This is not the owners responsibility. As property managers it is their job to explain this to the tenant, as well as their responsibility to maintain the property and cleaning.

* ...

Damages occurred so far by their unprofessional and missing service:

* Damaged relationship to tenants

* 2 years of charging property fees without doing their job $1920 ($80 * 24)

* 3 month rent if tenants don't renew due to their failure to do their job $2985.

* Total repairs they were not able to provide proper statements for ($180 faucet + $108 + $145 + $205)

* Repairs costs caused directly by them $65 (light they broke) + $331 garage door opener (did not explain that there is only one garage door opener)Desired Settlement: I immediately need the contact information of the tenants. They may not talk to the tenants any more. I request reimbursement for services they did not provide (management fee) and repairs they do not have statements for.

Business

Response:

I would like to address all of the issues stated by this client. First and foremost I'd like to say that we are sorry he is not happy with our service. We found quality tenants that paid on time and did not damage his home. The claim that we do not provide a detailed list of repairs is countered by his own assertion and breakdown of the repair costs, it is confusing how he would know the breakdown yet still claim that we did not provide that breakdown ... clearly we did. The client may be upset that he had to actually do repairs, as been his complaint in the past. We are simply the property manager, it is his job to maintain and pay for the maintenance of his own investment.