Columbus Real Estate Pros

Dear Ms ***,It sounds like some of your expectations are in conflict to the written management agreement that you signed and we suggest you pull it out and read it again so you have a better understanding of your responsibilities as an owner.Your property is vacant currently but here are the
real facts surrounding your property.If you will recall on August 29th you received the following communication about utilities. You must not have read it?VERY IMPORTANT: Do NOT turn off any of the utilities nor allow any of the utilityservices to be disconnectedPlease contact the utility providers now to ensureno interruption in service or accompanying issues which can result from servicedisconnectionsWe will oversee the transfer of services into the next tenant'sname at the appropriate time.After reviewing your management contract you should review this e-mail and act upon it.Regarding your expectation of wanting extra attention and phone calls, If you will pull your original contracts out you actually declined the option of customizing your Property Management experience with "Signature Service" In reviewing the option of enhanced service you "DECLINED" on June 23rd 2016, specifically you declined that in the Owner Orientation Package.Now go ahead and review that document in detail, You will see that you agreed to only ask (for your sake so there is a written audit trail) financial questions in writing. I think your displeasure is where we asked you to follow that policy as opposed to answering questions by phone. Because your complint here contains no details of your financial question please, again, present whatever specific question you may have about any specific question about income an expense in writing to us and we will respond immediatly. The statements already routinely presented to you every month are very very specific and transparent and on yours specifically there are very few items to begin with each month. We would be happy to close your account and we will even waive the $Cancellation Fee you have agreed to We do ask that you put your cancellation in writing as you agreed to and we will begin to close out your property within a short reasonable amount of time.Your property as you know, from the written weekly updates you have gotten, is currently being advertised. As a matter of fact because of the time of the year we have already paid for "Premium Advertising" on your property, we will today cease looking for a replacement renter unless you instruct us otherwise in writing.None of the actions from our company should have lead you to the thought that some "SCAM" was occuring so we are sorry for whatever outside actions of our company has made yous so distrustful.We look forward to your prompt written instruction

I was renting a home in *** from 2016-When I moved in this home was a messCarpets not cleaned (had red glitter in them), ants living in the dishwasher, broken doors, broken towel holder, broken doorknobs, loose fence, holes and rotted wood in fences, rusty nails sticking out of the fence, walls were white but had multiple holes, scratches and was dirtyThis company did have some things fixed but did not fix the ants in the dishwasher, did not clean the carpets, did not touch up wallsI asked to repaint which I received approvalI patched holes and repainted the kitchen, dining room, stairways, hallway, and bedrooms to neutral colorsI left the basement and bathrooms the way it looked when I moved in
Before moving out I was advised to paint walls because I did hang a lot of photos on the wallsI repainted the kitchen, dining room, stairways, hallway, and bedroomsI received majority of my deposit back but $was taken out to repaint the basement, which was s

we have been a long term renter we have been seeking repairs for some MAJOR problems I have called and left over messages with NO return call I have sent emails with no response I put our rent in escrow and weeks after I did this they decided to evict us for non payment......maybe they should of listened to the numerous voice mails or read an email which informed them that it was in escrow Everything you are reading from other people is really how this company operates.....I have also stopped by office times and no one is ever in the office Find another company because this one will cause you needless issues and never step up and do anything Read the lawsuit *** ** *** *** *** it covers everything that we are all saying

I used this company for over years to manage my rental property I informed them over a year ago I would be selling my property this spring/summer In March they had my tenant sign a renewal lease without my authorization It took well over a month to get this issue resolved - the customer service is the worst I have experienced as far as response time I terminated services with this company at the beginning of April and we came to an agreement they owed me $for rents they had collected, the lease fee they charged that they owed me, $reserves they held and my tenants deposit they held I received a statement from Realestate Pros on April 25, for $as agreed I did not receive the funds in my account After numerous phone calls and emails, I received $in my account on May 2, The shortage is $the amount of my tenant's deposit After several more phone calls and emails I received a response May 3rd late in the evening telling me the compa

On the account ledger you can see that the water and sewer amounts due were added to our monthly rent and were paid on time in full! As of 3-4/our account was zeroon 3/23/current water and sewer amounts were added then on 3/30/four outstanding water and sewer amounts were added dating back to 9/
As the account ledger states we have paid $in water and sewer from 1-26-/ 1/23/
We have only had two actual water and sewer bills uploaded to our internet account, I would need to see a current water and sewer bill stating that these amount are indeed past due for the property on *** *** BLVD and a explanation as to where our payments were applied!
I’m disputing the following sewer and water past due amounts:
Water Service 9-12-16/12-12- $
Sewer Service 9-12-16/12-12- $
Water Service 1-9-17/2-7- $
Sewer service 1-9-17/2-7-$

To whom it may concern;
I reached out to MrBrett S*** for assistance managing our rental properties in ClevelandHe came across as a professional gentlemen and I expected everything to run smoothly based on the representations he made about this companyThis has not been the case, I have dealt with Karen F* and Chris T*** and both have done nothing to resolve my issueI spoke with both of them concerning the rent that was paid by one of our tenants in September in the amount of $They received the payment, it shows on our statement and we still have not received that paymentWhen I spoke with Karen at the end of October she assured me she would get this taken care of, as did Chris when I spoke with him in early November, to this date nothing has been doneI have emailed and left several messages to both of them, with no return calls and no response to any of my emailsThe lack of communication has been my biggest issue with them

Again the company refuses to acknowledge the signed contract for 2 inspections. I also received an email from a company agent admitting they did not execute the contract. The fact the company believes there was only 1 contract signed, or was unable to comprehend from the complaint that there were 2 contracts working in conjunction shows more negligence this company has become known for (unaccredited with the Revdex.com and an F rating). I also have month old emails asking to discuss or provide clarification on the matter that have gone unanswered.

While we appreciate the opportunity to respond to legitimate complaints, there is absolutely no legitimacy or merit to this complaint.  The simplicity of the issue is in the lease agreement: The tenant is responsible for the payment of all utilities which they have repeatedly failed to honor....

 Rent is due on the first of each month with a grace period through the fifth of the month and is considered late thereafter; again, the tenant has repeatedly failed to honor this clear provision of the lease which has negatively impacted the owner of the property's cash flow along with the owner having to pay for the tenant's utility usage.  In lieu of attaching every single utility bill ever sent to the tenant in our response, it is accurate to state that she has been provided copies of all bills due and explanations as well.  The communication has be voluminous.  There could not possibly be any misunderstandings.  This is an unfortunate but clear effort to obfuscate the facts of the matter which are that this tenant has repeatedly and substantively breached their lease agreement and has taken fraudulent steps to distort both the situation and presented information to the owner of the property in the interest of fracturing the relationship between our business and the homeowner.  The tenant has blatantly presented the owner with email communications to the owner which she has edited to distort the actual communication; these communications have been reviewed with the owner to demonstrate that he has been presented false information.We have dutifully represented the client's interests - with the contractual client being the homeowner - and enforced the lease agreement.  It is both disappointing and concerning that the tenant has gone to such lengths to not only misrepresent information to the owner of the property in the interest of avoiding honoring their contractual responsibilities, but then is taking these steps to willfully, maliciously, and recklessly damage our business.  At this point, we consider this matter resolved so much as we have done nothing wrong and there is no legitimacy to this complaint and will be seeking a legal remedy as it pertains to both the transmission of fraudulent documents via the US Postal Service as well as willful defamation and damage to our business by lodging a complaint which, from start to finish, is false both on its face and in entirety.  We appreciate the opportunity to respond although it is also disappointing that this completely false complaint damages our business simply by being lodged and this format empowers and emboldens the misrepresentation of fact.

We appreciate the urgency in which our current customer felt in wanting to resolve the matter of the charge placed on their account. Per the customers statement, a conversation took place, however an answer was not able to provided immediately, our representative requested time to get the answers...

the customer was looking for as well as to have the appropriate person get in contact with a resolution. The Portfolio Manager, who handles the management of the home on a day to day basis did in fact speak with the customer on the date this complaint was lodged. The customer received the explanation needed to agree the charge remains on the account and agreed to include this amount with their next obligated monthly rental payment. In no way and at no time was there a mention of a change to the lease obligations by the tenant, nor at anytime or any way has any change been made. Per the lease agreement, signed by the tenant, the tenant is responsible for reimbursing the owner for any maintenance as a result of damage, negligence or misuse (please see Section 2F of the signed lease agreement attached which outlines the tenant responsibilities which the complainant signed). As both the customer/tenant and ourselves have agreed the charge stands and will be paid there is no further resolution to be made.

We appreciate the opportunity to respond to this client's concerns.  To provide a factual representation of the facts at hand:- We have 3 different answering services to answer phones; however, it has been with regularity that this client has not provided us adequate time to respond to phone...

calls and/or has the unilateral expectation that all calls will be answered live and/or all emails answered the same day.- The owner is provided detailed monthly owner statements which detail the activity being cited as "not understood"; these statements are presented in an easy-to-read format in plain English.  A copy of the client's owner statement is attached which includes detailed commentary about the services performed as well as the material costs of said work. - The service for which the client claims to not understand what was done or why it was done is an elective service that this client elected to utilize in the interest of maintaining his property.  Please see the attached REP Orientation Packet with the client's initials and checking the box to select the preventative maintenance service.In short, there is no discrepancy and there is no lack of explanation but rather a wanton desire to argue with our business about all charges associated with maintaining the home owned by the complainant and charges resulting from the decision made solely by the complainant to be a landlord.  Maintenance charges accompanied by a detailed explanation do not indicate any wrongdoing or taking advantage of anyone.  Rather, they are indicative of a company making a thoughtful and genuine effort to maintain the owner's asset and also deliver the service necessary as their property manager to care for both the asset and their tenants.  Additionally, we have multiple pieces of documentation to show communication, including communication with the party the complainant is claiming not to have shared.

We surely appreciate the input of this valued customer in the interest of resolving their issues and the opportunity to answer their concerns.  We have done research regarding the claims put forth by the customer and have found that there are statements included in the customers complaint which...

are inaccurate.  There was not an agreement to allow pets with no additional charges, but rather an agreement made that the pets would be allowed in the home should the consumer agree to rent the home with the carpet 'As Is'. This particular owner did not previously allow pets; the privilege of the tenant being allowed pets in the home was the sole agreement made.  The lease and additional paperwork were signed on 5-3-2016, approximately 3 weeks prior to the consumer's move in, which included all details regarding the pet fees.  As the consumer is in the property management industry it is unlikely that the pet policy would not have been realized at the signing of the lease and concerns regarding the pet policy not be voiced prior to this complaint.Admittedly, we are not the homeowner but rather the third party management company for whom we need to seek approval.  We are working hard with the owner to remedy these issues to the satisfaction of all parties, both the homeowner and the renter.  The concerns from a maintenance perspective have been addressed and/or are in process. We deliver service within basic industry guidelines and do our best to remedy issues in the timeliest manner possible.  At times, it is possible that our customers may hold elevated expectations of maintenance service for non-emergencies not fully understanding all the factors which dictate service.  Providing our service to homeowners involves a delicate balance of employing the appropriate amount of staff which can respond to maintenance concerns in a reasonable fashion and time frame but also keeps overhead in line so as to be able to provide said service to owners at an affordable cost.  Admittedly, this is why our model, the scattered site property management model shared by many, many businesses in our industry, does not afford for instantaneous service as with other areas of property management due to having a decentralized operation (properties not in immediate proximity to one another) and differing ratios, again within industry standard, of technicians-to-properties.While the consumer may not be contented with the way in which the previously reported maintenance issues have been addressed; they have in fact been addressed.  The few items left by the previous tenant on the back porch and in the garage were removed and the leak from the water supply line to the ice maker was corrected.  The leak was not massive and as an ice maker is not a necessity to reside in a home; our technicians turned the water off to the ice maker to prevent any continued leaking.  The doorbell, a feature that is also not a necessity, was not addressed due to the fact that guests can knock on the door to announce themselves.  The technicians had installed a new screen door despite that having a sliding screen door is not needed to have peaceful enjoyment of a home. The screen door is usable although it may not be the custom style screen door that was previously removed.  We found one maintenance request detailing an issue with the kitchen sink not draining properly.  Upon investigation our technicians found that the sink that had clogged pipes due to food items the customer (complainant) had put into the sink.  It appeared to be the rind of a watermelon or cucumber; the technicians removed the clog and explained what can and cannot be put into a kitchen sink.  We have received no additional reports of drain blockages.  Unfortunately, the timely delivery of service can be compromised due to scheduling difficulties; it is highly advisable to provide permission-to-enter on work order requests to receive the most expedient resolution of the reported issue as possible.  We understand the master bathroom floor was of great concern to the consumer (Tenant) and attempted to obtain approval to address the matter at the time it was initially reported.  Approval was not granted by the homeowner as the tenant had signed a lease contract to lease the property in 'As Is' condition (PLEASE SEE ATTACHED SIGNED LEASE AGREEMENT).  Since the initial report 2 technicians inspected the floor for possible repairs to be made, and a third has attempted to start replacement of the floor, but has been met with difficulties in doing so in the form of multiple rescheduled and un-kept appointments on the part of the consumer.  This makes providing the requested service exponentially harder.Effective and timely communication is surely a goal with our business; however, with many clients and customers and varied expectations as to the availability of staff and the prioritization of service with respect to the severity of maintenance issues, etc., there are occasions when, unfortunately, we may fall short based on the individual expectations of some customers and clients.  One manner by which we have worked to improve is to add two (2) national call lines which filter out calls for new clients interested in service and a second (2nd) line specifically for rental leads.  The goal of this initiative is to free up more line availability and time for managers and administrative staff to field calls from clients or customers with concerns.  While recently implemented, we have found this to be effective on a limited basis.  The point in illuminating all these steps we take to uphold a standard and improve that standard: We do take service seriously and we do value our clients and customers.  Unfortunately it becomes additionally difficult to deliver the requested service when the customer has, repeatedly in writing, refused to speak with the Portfolio Manager responsible for managing the property.  The Portfolio Manager will again make an earnest attempt to contact the tenant to work on remedying any additional items and address any lingering concerns. If this valued customer would like to use our online portal to remit any lingering maintenance requests, we would surely make certain that they are given the highest degree of attention.  We are eager for the resolution of these issues and would respectfully encourage this valued customer to contact us via phone or our web site with a specific reference to management for oversight if any further delays or interruptions in service are experienced.  Again, we appreciate the commentary of all customers and look forward to addressing this customer's concerns to the best of ability and are appreciative of the opportunity to do so.

A replacement check has now been mailed to the corrected address.  Check # [redacted]  and should arrive in mail by end of week.   Thank you for your patience.

We appreciate the opportunity to respond to the concerns of this customer.  In all fairness, the complainant has openly admitted paying the rent 7 days late which is in violation of their signed lease agreement.  The stipulation regarding how and when late payments must be made is in the...

preamble of the lease; regardless of this "not being explained", this is clearly in the document that the complainant signed and this is also referenced in their Tenant FAQ packet that they signed prior to move in.  The online payment portal is not a guarantee of payment; due to the ability for those payments to be made through the portal as partial payments or payments without the supporting funds to clear the bank, we deactivate the tenants' online portals when payment is late.  This is not and was not specific to the complainant; it is a company policy to provide both equal service and enforcement of the rules to all our tenants as well as the most uniformly manageable collection process possible.The $79 eviction delivery fee was removed as we were in the process, apparently, of serving the notice while, unbeknownst to our personnel in the field, the complainant was at out physical location paying the rent.We appreciate the time and business of this customer and look forward to accommodating them for the duration of their tenancy in the context of the terms of their signed lease agreement being honored, including paying the rent on time without exception. The tenant's online payment portal is active so, assuming they have online access, regardless of travel, they should be able to make payment on time and, assuming that they do not pay late, that online payment access will continue without interruption as it had prior to the portal being deactivated in keeping with company policy and the requirement to collect payment in certified fund.  We thank everyone for their time.

We appreciate the opportunity to respond to the concerns of this soon-to-be former client.  We have attached a copy of the management agreement to support our assertions that, unfortunately, the complainant is representing multiple inaccuracies as they pertain to their management agreement and...

our obligation(s) to them as a client.  To address their concerns:1. There is a specific clause in the management agreement (Section 5) that limits and indemnifies us regarding the performance of tenants or failure(s) thereof.  In essence, our company, nor any management company, can warranty nor guarantee the performance of tenants.  Utility transfers and payment of utilities (again, not in the name of our company on a property not owned by our company) is something that can only be managed via a lease, not guaranteed by our company.2. There is nothing in the contract, implicit or explicit which provides for 2 inspections of the property with photos.  This is, respectfully, a blatant misstatement and misrepresentation of fact.3. Section 3B of the signed, binding agreement grants our company the right to handle all lease negotiations which we did.  There is nothing explicit or implicit in the agreement (see attached) which specifies that the owner reserves the right to approve specific pets, it only specifies number of and a generality of "dog" and we operated in good faith within that context in keeping with our agreement.4. Our contract explicitly outlines the $618 termination during any enforceable term of which we clearly are in the midst of now and the contract has surely been breached, unfortunately, by this client.In respectful candor, the client would appear to be attempting to leverage this forum to breach their contract and not be accountable for the terms therein.  In acuality, we communicated actively with the client including notifying them that the current renters where moving and that we were actively abiding by the terms of their agreement to re-market and re-lease the property.  The owner had no objections until after we had successfully re-leased the property including obtaining a signed lease agreement and deposit from future renters.  Per the terms of said agreement (Section 3B) we have performed and are entitled to our rental commission equal to one month's rent as well as the termination fee in Section 6 as the contract has surely been breached by the client.  Our business has now been damaged both financially and from a reputation perspective by this complaint in err and the clear misrepresentation of fact.  Had the client communicated their intent or desire to sell the property in an appropriate time frame, we would have had a much softer stance and the ability to accommodate their needs; however, the manner by which this has been handled is both in bad faith and a breach of contract and, unfortunately, our business has to take the appropriate action(s) to protect our interests.

We appreciate the concerns expressed here on the part of the complainant and, while we do not agree with the assertions made regarding the events described, specifically regarding the nature of our contractual relationship, we are closing this account without further demand for payment for the loss...

of company property or the termination fee described in our management agreement.  Specifically regarding the termination of services, the contract does not specify for termination due to a client changing their mind but, rather, designates our company as the party with exclusive right to lease or sell any property under contract.  Respectfully, in this regard, the sales listing should have been ours as the contract (Section 1) already provides for as much and termination of the relationship in the interest of selling the property with a realtor not associated with our company was contractually improper and a breach; hence, this is why we asked for the termination fee we were contractually due.  Nonetheless, we have no desire for further disputes and are taking the actions (removal of charges) as outlined above.  As this resolution is that requested by the complainant, we would consider this matter closed and wish these former clients the best.

The requested work was scheduled to be completed as indicated below on 9/11 to a contractor [redacted].   We will inspect the property to see that the work that was paid for was completed to an acceptable standard.If desired we will inquired of the owner if they would consider carpet...

replacement and at what cost if any to their renter.  Ultimatly since the renter is the owners customer and we haver very limited authority the owners decisions are not always the decisions we would make.All of the leases that are filled out on the owners behalf do include (not fees) Renter Insurance and Furnace Filters to Be Provided to reduce the need for HVAC Breakdown or Replacement.  Both of these items would be normal of what any owner would expect from their renter.  Work Order #25182-1 SCHEDULEDACTIONS  Edit Delete Print    Email Owner approved: YESJob Description   Assigned to [redacted]   Please do deep clean against assigned checklist.  Clean all carpets using steam extraction and mechanical brush scrub.Vendor InstructionsLock box is either PLEASE DO ASAP

it is inaccurate per the conversation I've had with [redacted], who is the portfolio manager. This company is unethical in their practices. I'm still waiting for my account to be credited for the rent collected this month. I can see why this company has such a bad rating...My next step will be the attorney generals office.

I reviewed the response made by the business in reference to complaint ID [redacted], and find the resolution is satisfactory to me.

Dear Mr. [redacted],I'm sorry that you are experiencing any confusion with the closing of your account.   As the others that have complained that you site our records do not reflect that you were ignored or not responded to, so we are sorry you also have either forgotton or missed our follow...

up.   We had followd up with your wife as indicated below. Posted by [redacted] on Wed, November 15, 2017 at 02:56:19 PMedit deleteOwner seems to think they did not receive tenants deposit: Sent the following email with the trust and owner statements attached.[redacted] <karen.[redacted]@propertymanagementpros.com>Attachments2:55 PM (0 minutes ago)to [redacted] Good afternoon [redacted] and [redacted], I have attached your statement which shows your final disbursement as well as the ledger for the trust (security deposit) account, showing the transfer of the security deposit to your account as well. Please let me know should you have any questions once you've had a moment to review.RespectfullyI have also attached again a copy of your accounting showing where the deposit was delivered to your account by direct deposit as all of your other payments were delivered back in October of 2017.     Please verify with your bank to see if there was some banking issue on your institutions side where reciept of these funds was not reflected.    If you infact find an error please let us know directly outside of the Revdex.com and we will contact JPM Chase to open a research ticket as all records indicate that funds had been delivered as well as your question followd up on.

Very respectfully, we cannot acknowledge the existence of a second contract between our business and the complainant because it does not exist.  There is a management contract and an owner orientation package which it would seem the complainant is confusing with being a contract (which it is not) and the elective service package which it actually is.  Again, and as respectful as possible, this complaint is focusing on something both arbitrary and irrespective of the client's (complainant's) multiple breaches of contract and what appears to be both blatantly obfuscating the actual issues (said client breaches of contract) as well as the attempt to utilize the Revdex.com as a device to extort monies not due from our company by leveraging the company's online reputation against us to not honor said contract and pay the business the money it is most assuredly contractually due for services rendered.