Columbus Real Estate Pros

We appreciate the opportunity to respond to this former client's concerns.  Respectfully, we would submit that our full close-out procedure is sent out as an automated message with the transmission of the second-to-last owner statement to assist our clients during the winding down period; it is...

unfortunate if this tutorial communication was missed.  Nonetheless, we still strive to provide a high level of service and communications and apologize for any breakdowns to direct attempts to contact our team.  We are in the midst of our second new phone system as we have been experimenting with different systems to meet our unique needs while providing more mobile options to receive and deliver communications, including text messages, in the field.  Unfortunately, the testing and implementation of these systems have caused unfortunate breakdowns in communications for which we sincerely apologize.At this point, the clients' account has been closed without further issue or complaint and all monies disbursed; we would consider our business closed and wish these former clients the best in all their future endeavors.

Dear [redacted],The accounting records show that a check in the amount of $1247 to you.While we research to see if the payment has cleared can you send us an e-mail outside of the Revdex.com confirming your propercurrent mailing address.   For a faster payment replacement we could also ACH to funds...

into your account if you want.  Just supply us with your bankinginformation directly (don't post that on the Revdex.com site) accont and routing number.The USPS is just not what it used to be.  If you follow up Monday we will give re processing the payment immediate attention. Greg B[redacted]

Although this renter is a customer of the owner that we represent,  the following is an excerpt from the actual signed lease:5. Tenant is responsible for lawn care and for snow removal of units driveway & walkThe public should be aware of the relationship and limitations of any...

PropertyManagement company and understand the differences between a Property Owner and their agent.   A renter is a customer of the owner and only the owner a customer of a managment company.    My company has a huge problem with the Revdex.com not understanding or accomodating this Ficuciary state governed relationship.   Most managment companies for single family homes or non apartments have very little or often no authorization to accomplish what renters sometime reasonalby demand or in this case unreasonalby demand and should not be scored or rated for responses out of their scope of authorization or in conflict to fiduciary duty.All of the renters of the owners we represent have the ability to order service online in multtiple ways if phones are busy.   On every single service request once completed we have a quality control expert send a survey to the renter to see if they are satisfied.  Today in Ohio our actual rating from the owners real renters score our service company 4.1 out of 5.   That's even when we often have no authorization as described above.We encourage the renter to make an appointment and come into the office for a conversation of what we are and are not actually authorized to do.

Unfortunately, the company is simply lying.  Promises were made by both a former employee named Kimberly, as well as by Danielle W[redacted]. Danielle stated she would try to get me a refund for Kimberly's errors because both were made verbally aware of the home warranty that was included in the repairs she mentioned, and both verbally agreed to contact me prior to repairs because of the warranty that took effect once the repairs were complete. When I would ask Danielle the status of her attempt she would continuously avoid me or tell me she still hasn't received an answer and would find out and call me back shortly. She avoided me for nearly a month.  Most importantly, I have NEVER used profanity nor hung up on any of their representatives. They have, however, done this to me on several occurrences. I even have witnesses that have heard the rants of Danielle W[redacted] (the senior marketing rep) because I placed her on speaker while she was yelling at me before hanging up in my face.  I can also provided text messages that were never responded to, or proof that I was continuously told I would be called back shortly which never happened.  At this time I also have proof that they have claimed my tenant paid her rent on the 25 of September subtracting a $336 late fee, when in fact she paid on the 2nd and no fee was warranted.  In regards to the fees associated with the repairs, I was not provided a copy of their price list until August, several moths after I signed up with the company in January.  I can provide a copy of when that email was sent as well.  The contract I signed in January simply states I agree to compensate their employees for services, it does not state I agree to any set prices.  When I spoke to Greg on the phone he said if repairs were necessary I would be notified of work prior to the work beginning unless their was an immediate emergency ( which was why the clause was written as such)   In regards to ending the contract, I ended the contract because when the 23 of September rolled around my tenant called me saying they emailed her claiming her rent was not paid, but she had the on the 2nd to their employee named Laura.  For two days no one returned neither my tenant's calls nor mine.  When the 25 (my supposed pay date) came I was contacted by another property manger and informed she had payed as claimed and it was an accounting error that "would be fixed soon".   That is when I decided to cancel their services.  The previous month someone failed to process my direct deposit form on time, in Sept there were 'accounting errors", the company was cancelled due to incompetence.  Their failure to properly manage my property is why Lastly, I would like to know when I will be receiving my funds.  At this time they refuse to return my funds until I sign their "mutual agreement" containing a confidentiality statement.  I do not agree to this and cannot be required to sign a confidentiality statement.

This business had done this to prior clients many times. Just google them and their reviews. Same things. They are notorious for their treatment of their clients, the failure to act in the best interest of their client and are only in it to make money. I believe there was a law suit about the same issues with another client.
There is a pattern. I wish I never hired them. Now, the tenants have vacated and left two months before their lease was to expire. So, guess who holds the bag. Me. They never gave me any information on why they left early and now the tenants owe 2 months of rent because of the breach of contract.
I asked real estate pros what are they going to do. She said, we will try to get that money back but you know how that is. It will be tough. This has been 3 months ago, no communication on getting the $5000+ of rent to us. No communication on what they are doing to get that money back. Aren't they supposed to do that? Isn't that why I hired them. Are they not supposed to report that to the credit bureaus? I am sure they have not done that. Why? Because they do not care.
Breach of duty on their end. So, now I have lost over $5000 because of their mismanagement...again.
A typical business that does not want to be accountable for their own negligence. They say "the client is exaggerating." They always say "it is always the client's fault on their mismanagement."
In fact just google their reputation...that tells the story on who is exaggerating and who is telling the truth.
With all the past complaints against them on the SAME issues. Consistent behaviors they need to stop this with future clients.

Respectfully, Real Estate Pros will not be admitting to or apologizing for an accounting error which did not occur.  Charging tenants late fees for paying late and/or carrying balances past the expiration of the grace period is not an accounting error; it is enforcement of the lease agreement and within keeping of industry standard.

Attached is the actual Agreement.  The first paragraph of the agreement is extremly clear.Again as the complaintant is not our client and did not pay us ( the funds were held in trust for the owner)we do not have any funds to return.  So we will agree to pay 100% of any security deposit or holding feethat was the property of our company or ever kept/retained as a fee to us.........  which is $0.The best we can do is what we have already offered a half dozen times.   If we are supplied with a writtenrequest for the return of any desired funds we will pass the request onto the owner who is in reciept of the tendered payment.  Again, it's not our money to return so we are not in a position to spend/refund any of the owners money.

I am rejecting REP response for two reasons: 1) Although REP has paid me the rent for the month of June, they have still not paid me for the remaining 3 items:$647 Rent Deposit$250 Maintenance Deposit$110 Shortage from my 4/24/15 draws, which was only for $468.50, not $578. REP continues to dispute this money is due. If REP is claiming this shortage never happened or was eventually paid, they must provide proof, such as proof and date of transfer.  -------------TOTAL  $10072) Regardless of their 'promise' to pay, I will not close this complaint until I am paid in full on the above items.

Actions by our company did not create any "Loss" for this company.  The facts presented are not accurate.  Management contracts were signed by this company and delivered on 9/13/17.   On 9/21/17 it was communicated that our company had yet to receive information from previous...

managent company.  In that time some properties were inspected and it was determined that our staff would be uncomfortable physically being at least some of these properties.  On 9/27 the owner still had yet to fund his reserve payment. The decision was made, in accordance to section 7 of the management agreement, 0n 9/30/17 not to risk the safty of our staff.   All funds collected or held by our company were returned on 10/3/17.   We then referred the client to another management company that serviced more properties in the locations of this portfolio.  No offer beyond that would be appropriate and the accompanying review referring to our company as a "Piece of S#$%%! caused less motivation.  The complaintant needs to realize that it will be difficult to find professional management for properties that rent at $500-600 a month.

We appreciate the opportunity to respond to this client's concerns.  It is surely disappointing that a long-term client for whom we did an excellent job for a long time has felt the need to voice their concerns and damage our business to garner resolution but we are happy to respond as we have...

been dutifully for months about these situations.  Respectfully, our former client did not inform us in writing of their desire to sell their property and, as a matter of our contractual obligations which outline our duty to "attract and retain tenants", we did as we are contractually obligated to do which is retain a good tenant who was paying on time and, in general, caring for the property.  It is always disappointing when clients do not communicate in writing as regularly suggested and outlined in the "10 Rules for a Great Property Management Experience" which is provided to all clients, including this former client and that leads to issues.Regarding the financial aspects of this account, we attempted over a nearly 60 day period to get the owner's bank records to cross-reference against our financials as our financials were showing a disbursement to the owner of the monies she was claiming to be shorted.  Unfortunately, these records were not provided in a timely manner and, very respectfully, our business cannot simply release $1597 when our records show that those monies have already been received.  After a significant back-and-forth, the owner did produce the bank records requested which did show a deposit received of $1497.  We sincerely apologize fpr the $100 error and have already facilitated the transfer of those $100.  We take umbrage to the suggestion that we scammed anyone out of money when a review of the records shows definitively otherwise; in essence, we admit and apologize for making a simple $100 recording clerical error.  No one was cheated out of any money and nothing could be further from the truth.That stated, we truly appreciated the opportunity to be of good service to this client for over 6 years and meet their needs; we surely wish them nothing but the best with their property and all future endeavors.

We appreciate the perspective(s) of these previous customers or the Homeowner and Landlord.  However, as designated in the lease agreement signed by the complainant, our business is neither the Homeowner nor Landlord.  Unfortunately, due to issues with the Homeowner and Landlord's account based on actions of the Homeowner/Landlord (again, not our business), there are no funds available from the Homeowner/Landlord to refund said monies.  In the interest of recouping those monies, it would be advisable that the complainant take those matters up with the Homeowner/Landlord listed at the very beginning of their lease agreement. Additionally, no record of any promise to refund said monies can be found in writing in any company email account or otherwise.  However, what can be found in written correspondence is a review of this same situation shared with the final company to manage this property on behalf of the Homeowner/Landlord (NOT our business) and their inexplicable failure to acknowledge the aforementioned shortfall of monies as a direct result of the failure of the Homeowner/Landlord to maintain their account.While we respect the perspective of this former customer, we respectfully submit that their issues rest with the Homeowner/Landlord and/or the final management company to manage the property.  Thank you.

The new management company isn't able to do anything because they have yet to receive our security deposit that was supposed to be sent to them by Columbus Real Estate Pros. The reason the issue has been going on for 10 months is due to the fact that we have yet to receive our security deposit. Per the chain of emails, the former owner of the residence that we renting tried to get our deposit and so did a representative working for [redacted] Property Managament. Our security deposit is from a place that I no longer live, and was supposed to be sent during a transfer of management has yet to be sent, even though Columbus Real Estate Pros agreed to send it. Brett S[redacted] explicitly says he needed the address to send the deposit, yet it was never sent to the address provided. Now Columbus Real Estate Pros is asking us to go back and file a new complaint with their company, and reach out to the new property management company. Both have already been done, yet they are still holding our deposit. What they are doing is not only aggravating, and unethical but illegal. We are due our security deposit as stated in the chain of emails. So please release my funds and return the deposit that by law belongs to us. Columbus Real Estate Pros was not the property management company in charge of managing the property at the time of us vacating the property, [redacted] Property Management was. So there is no reason for Columbus Real Estate Pros to continue to hold our deposit nearly 10 months after it was requested to be returned. If the rep that responded actually read the chain of emails that I provided, then they would've realized what they said I should do has already been done. Which clearly shows that they didn't take the time to read what was sent. Please let's just resolve this and have my security deposit returned to me.

We appreciate the perspective of this valued client as it pertains to our services and are dedicated to providing the highest level of service in keeping with our business model, the signed management agreements which outline the nature of the services delivered, and industry standard(s)....

 While we are regretful that our client is dissatisfied, we are, unfortunately, in disagreement with some of the unilateral assumptions or assessments made by our client which, in large part, would appear to be leading to their dissatisfaction:1. We do not promise any client that we will contact them for every piece of maintenance performed due to the logistical logjam that this would cause our organization and the operational and financial issues it would cause our business or any property management company to do as much.  This is why Section 3D of the attached agreement outlines how maintenance is delivered which gives us the latitude to deliver any/all service to maintain the property or for the betterment of the property as well as the obligation of the owner to compensate our company for said services.  Respectfully, this owner was not promised service outside our standard operating procedure and, while we are regretful for that misinterpretation or unilateral perception, it was not created, verbally or in writing, as a part of any exchange with our company.2. Outside of looking further into charges for additional information to augment the detailed description(s) provided on the owner statements, credits have not been promised for service delivered in keeping with our signed contract (reviewed and signed by the owner/client of their own volition).  3. There is no discrepancy in charges for service provided but rather the perception of such.4. There have been numerous conversations and exchanges with the Senior Market Manager regarding the account during which said management level professional has tried in a meaningful, respectful, and professional manner to address the concerns of this client.  Unfortunately, those conversations have routinely turned in a less than positive or acceptable direction with profanity on the part of the client unnecessarily accenting the conversation(s) or conversations being ended abruptly by the client by hanging up on the company's staff.  The assertion that there has been an absence of communication is, respectfully, not accurate.5. The owner has been paid in keeping with the terms outlined in Section 3H, "on or about the 25th of the month".  The only interruption to the client's cash flow has been a result of the application of the termination fee outlined in Section 6 of the management agreement signed by the client which outlines the application of a termination fee for breach or early termination of the agreement.In total, while we can appreciate the frustrations of this client, we are at an impasse as it would apply to agreeing with the merits of their complaints or their expressed remedy.  We cannot help but feel that a very large part of the frustration of the client is a result of a rehab/renovation job contracted by the owner with a company of no affiliation with our company before the relationship with our company ever began.  This job ran into several delays and cost overages which are not of any doing or fault of our company in any way which materially impacted the owner from 2 important perspectives:1. Direct costs for the work done in the course of incorporating upgrades not mandated or requisite for this particular market and which are unlikely to produce a dollar-for-dollar return 2. Impacting the owner from a cash flow perspective in that this remodeling job (again not performed by our company or any company of any affiliation with our business and selected by the owner prior to our relationship) ran substantially over schedule which directly impacted the client's cash flow as it relates to unrecoverable losses to vacancy by no fault of our company.We will do our best to oversee the smoothest transition from our management company to the owner or the representative of their choice in the context of concluding our relationship within the framework of our signed management agreement and with minimal friction to allow all parties an opportunity to move forward in a more positive direction.

they did not answer my question, what happened to the September payment which was never paid to me...after I inquired about it they charged $339 for a collection fee which no one seems to know what this is about.I will not let this go until the money is paid.

We are sorry but it appears our PropertyManagement Software produced and auto charge for an additional MTM Fee that was clearly not correct.I have forwarded you an updated payment record showing a zero balance and paid in full.   The collection agency has been contacted and any effortsto...

collect anything from you have been suspended.   Nothing had yet been reported to any credit bureau so there are no worries there. Thank you for bringing this to our attention and best wishes in your new home. PropertyManagementPros.com

We have honored the complainant's request's in releasing all monies available all though there is a slight discrepancy as to the actual monies based on available funds in the owner's property account as well as the monies collected.  The actual monies from rent distributed to this former client...

are $1711.84 and the additional remaining $171 remaining in their operating reserve has been released.  We will consider this matter closed; thank you.

I am rejecting this response until I receive confirmation that my check has been mailed to the address I gave them on 8/22. Another email was sent today 12/11 reminding them of the forwarding address just for confirmation.

We appreciate the perspective of this former customer and are doing our best to accommodate them with respect to the signed, binding lease agreement as well as our fiduciary obligations to protect and promote the best interests of our client, the homeowner.  We respectfully would submit that...

we're under no obligation to provide lease buy-outs or otherwise per the terms of the lease and do so at the discretion of management and as a customer service implement in the interest of easing the financial burden to renters who have to break their leases.  In this instance, the new renter only recently took possession and, as we are processing the final charges to the departed renters account to provide a final account statement.  Surely we have every desire to treat them fairly and in keeping with their contractual obligations outlined in their signed, binding lease agreement which is attached here.  This is being treated as a priority and expect this to be fully handled and concluded within the context of our accounting month end.  Thank you.

The complaintant is not our customer!   The complaintant is the customer of the owner of a rental property for which we have a fiduciary duty to only the owner.  Our duty is to the owner only and not his potential renter.  This complaint and matching reviews should be disregarded...

by the Revdex.com.The facts are as follows:  On or about 4/21/17 the complaintant applied, tendered a $797 holding fee and was approved to rent the owners property.  The agreement contained in the first paragraph this language:  "I hereby deposit with owner/agent, the sum equal to one month's rent as a holding fee on the above premises pending execution of a lease agreement.  I understand that immediately upon approval of my application that said holding fee becomes my security deposit for the home for which this application has been submitted.  Upon the approval of said application, if for ANY reason I fail to fulfill the conditions outlined in this application including taking posession of the home for which this application has been submitted and is the express intent of this document, I fully understand that my holding fee is nonrefundable and will be applied toward any rent loss, advertising costs or other re-rental fees.On or about 5/25 the complaintant communicated that she had changed her mind and would not be moving into the rented property.  The "rediculous fee" that the complaintant is referring to is the demand for renters insurance.......  not having this requirement would be unusual.On 7/21 the holding fee was forwared to the owner from the " owners trust account."   Because of the complaintants and the additional applicants actions the owner lost approximatly $2,000.As communicated a number of time we will offer again the invitation for the complaintant to deliver in writing a request with any supporting documentation for the owner to issue a refund.  As the money requested is not our money, it is the owners money and the renter is his customer the owners decision is final.Beca

We appreciate the concerns expressed by this valued customer and, while we may not agree in entirety, we do take them seriously.  We are taking steps to improve the quality of communication with our clients and customers including: Improvement to our phone system, increasing the conduits...

available to answer phones including two (2) outsourced answering services to direct calls, additional staff to provide for more personalized service, value added service programs to enhance client service, and increased training.  Regarding pairing the homeowner with the tenant, this is strictly prohibited by the contractual terms of the management agreement signed with the homeowner and is supported by their orientation packet, also signed by the owner.After a review of our maintenance records, it would seem that all issues have been addressed at this time; however, we have reached out to this valued customer to request that they email our Senior Portfolio Manager for the Columbus market in the interest of sharing a phone conference to review their concerns and do our best to ensure an optimal experience.  We appreciate this being brought to our attention in the interest of assisting our valued client and meeting their needs to the best of our ability.