FPI Management, Inc.

Review: I called FPI two weeks ago repeatedly and left voicemails for [redacted] regarding our issues but received no response.My girlfriend and I moved into 4[redacted]. We worked with [redacted] throughout the whole process. We rented the apartment sight unseen. Unbeknownst to us we were placed in an apartment right next to a busy parkway that is so loud we cannot open our windows and have a conversation without being drowned out by cars.The apartment was also dirty when we moved in. The floors were so filthy that our feet were black from walking on them within a few hours of putting things away. My girlfriend had to clean out all of the cabinets because they were dirty and dusty. When this was brought to [redacted]s attention she did not offer to send someone to clean. She just stated that we should send something in writing to her so it wouldnt happen to someone else in the future.Two weeks after we moved in we were so fed up with the noise that we sought to break our lease. They wanted two months rent to do so despite our situation. They offered to transfer us across the complex to a quieter place but wanted to charge us 500 dollars and more than 150 dollars extra a month in rent for the same type of unit.The lease provides an option to find new renters to take over our place (which is now clean because we cleaned it). We showed the apartment to some people and let them hear the noise. We found two gentlemen that would be glad to take over our lease but Bella Vista has been dragging out the process of getting them approved. What took them two hours for us has now almost taken two weeks with them. There was a small issue with the application and for that they wanted to increase the deposit they had to pay to 1981 (one months rent) which is unfair because the issue was a misunderstanding that has already been cleared up.There is quite a bit more to this story but I have run out of room.Desired Settlement: I would like the staff at Bella Vista to stop hassling the new applicants and get the process of generating the new leases over with. They have already been approved and [redacted] already admitted a mistake was made that required the extra deposit. This isn't fair to us or the gentlemen that would like to take over our apartment. We feel like we are being discriminated against because this transaction doesn't generate the complex any more money and no commissions will be paid (we figure).

Consumer

Response:

Consumer states: The company has reached out to me and resolved all my issues.

Consumer

Response:

Consumer states: The company has reached out to me and resolved all my issues.

Review: This complaint is in regards to Pine Grove Senior Apartments, managed by FPI, specifically the apartment manager, [redacted]. I am currently in the midst of an approved transfer to a two bedroom unit, so that my daughter can become my caregiver as I have a chronic illness. The experience with [redacted] has been EXTREMELY unprofessional and abusive. She has been aggressive, rude, condescending, has lied about what is needed for the transfer, has used her "power" to emotionally blackmail me, by stating she will take back the approval of the apartment when I asked about several things that have not been completed for the move (the approval was granted in early April), which is 2 days from now: -[redacted] called today, 4/28, and told my daughter that a residency verification from her previous apartment has not been received and that she ([redacted]) had sent it weeks ago. My daughter called her previous apartment manager and was told their is no record of Pine Grove ever requesting residency verification, and they return them the same day if one is requested. [redacted] then asked my daughter to drive to her previous apartment to pick it up herself and bring it to her. We were first told no verification is needed b/c she's not on the lease, is only an occupant. -My deposit was raised from $500 to $1216 last week. There was NEVER any mention of it being anything other than $500. I was told SEVERAL times the deposit would be $500, and now it's $1216 due to "conditions". -When confronted with these, and several other issues that I don't have room to explain here, [redacted] treated me with complete disregard, talked and laughed about my case with other staff in the lobby where I & other residentcould openly hear, refused to let me sit and talk in her office, forcing me to talk in the lobby with other residents present, would not answer my questions, would not let me speak, threatened to take away my apartment, threatened to call her manager on me, and belittled me for having to ask for help from a church to pay the outrageous depositDesired Settlement: Disciplinary action needs to taken, as this is not the first complaint against this manager. We are requesting a meeting with FPI management and [redacted] regarding her abuse, unprofessionalism, aggressive attitude, and refusing to follow standard practices and lying to me. She has created unnecessary stress in addition to my already severe illness. I and other residents DO NOT deserve to be treated this way and abused.

Business

Response:

Ms. [redacted] moved into our senior community in November, 2014. At the time of qualifying for the apartment,Ms. [redacted] qualified with conditions, meaning that she required an additional deposit to qualify for the apartment and be approved. Ms. [redacted] met these conditions and took occupancy. Shortly after her move in, Ms. [redacted] inquired about a possible transfer within the community to an affordable unit and to add her daughter to the household. Ms. [redacted] was placed on our wait list for an affordable unit.On March 27th, 2015, Ms. [redacted] applied for the available affordable unit with her daughter. The paperwork was initiated and it was determined that between herself and her daughter, they overqualified for the affordable unit. As such, Ms. [redacted] indicated that her daughter was only her live in caretaker vs. household member, which alleviated the over income issue, as we do not consider live in caretaker’s income in the qualifying process. This change in the application process initiated new paperwork and verifications for application approval, which lengthened the process. Additionally, Ms. [redacted]’s application came back again with “approved w/conditions” rating, which required an additional deposit for approval. The file documentation indicated that Ms. [redacted] was informed of this condition and accepted paying the increased deposit. Ms. [redacted] disputes this and was upset with the condition, as she indicated that she did not have funds to meet the deposit requirement. Due to this requirement, staff referred her to [redacted] for assistance. Ms. [redacted] was able to secure funding through this source. As we were waiting for final file approval through [redacted] (3rd party auditor for Tax Credit affordable program), Ms. [redacted] was extremely agitated that the process was taking so long. She was extremely upset with [redacted], indicating that she was not treated in the manner in which she felt was professional. As the regional manager, I had spoken to Ms. [redacted] in mid-April to discuss the deposit requirement and had documented her complaints. In an effort to investigate her allegations of poor treatment by our staff, I inquired with each staff member at [redacted]. Each staff member indicated that they have assisted Ms. [redacted] and her daughter in a professional manner. Additionally, [redacted] indicated that she was verbally attacked on several occasions by Ms. [redacted] and her daughter and tried to focus on processing the file and assisting them with securing funds, so the transfer would be possible. The staff has supported Ynez’s account of the interactions with Ms. [redacted] and her daughter. As we strive to provide good customer service for all our residents and applicants, this situation gave me the opportunity to work with all staff members on determining where the break down occurred. As a training opportunity, we can evaluate negative interactions with our customers and find ways to improve, so these problems don’t arise in the future. To date, I have had 3 conversations with Ms. [redacted] regarding her residency at [redacted]. My goal is to ensure that she will be able to live comfortably at our community and not feel animosity towards our on site manager, [redacted]. Ms. [redacted] repeatedly communicated to me that she felt she could be happy at Dublin Ranch Senior and that she did not have a problem with any other staff members. I arranged for her to conduct her move in appointment with our Asst. Manager and this occurred on April 30th, 2015. I followed up with Ms. [redacted] on 4/30 and 5/1. In speaking with Ms. [redacted] on 5/1/15, she indicated that the appointment went well and she was pleased with her new apartment. She further indicated that she did not like [redacted], but this would not impact her residency.

Worst customer service and facility upkeep. When you voice complaints, you'll hear empty apologies and receive condescending attitude. It's frustrating to pay for 4/5 star quality, and receive 2...management doesn't care about the safety or security of their tenants here. If you bring up issues regarding such, they will tell you your safety isn't something they can guarantee....even if it's compromised due to their own negligence in upkeep (I was stuck in one of their elevators today for 35 minutes, front door has been broken and unsecure for a month - anyone can get in, etc)! Compassionless, spineless company that just wants to take your money and doesn't care whether your experience is a positive or negative one...and clearly doesn't care whether it's tenants are secure and safe.

Review: I paid online to reserve an apartment 1/13/15 with intentions to visit the property the next day. The following day I had several appointments as I was apartment hunting and needed to move ASAP. Before going to the apartment that I reserved online which was Sonterra in Roseville managed by FPI management I rented a townhouse one town over. I called Sonterra and stated I was no longer interested. I paid a $45 application fee, $150 to reserve the spot (pre-credit approval) and $1.95 electronic debit processing fee totaling $196.95. The person who answered stated she was the manager there and would refund the $150. It is now more than 30 days later and I have not received my refund. I have contacted them twice by phone, twice by email and gave them a bad Yelp review. None of the actions have resulted in them refunding my money. California state laws require a refund to be returned in 21 days.Desired Settlement: I want a full refund of $195.96 and not a penny less refunded immediately. They can over night a check to my new address or refund it electronically to the same account it was debited from.

Business

Response:

Hi [redacted], The check the accounting department sent has not been cashed. It was mailed to the address that was put on when you applied online; this is a different address than the one listed in your complaint. An email was sent to you by an FPI representative and let you know we mailed out a check on the 6th and asked if you put in a forwarding address or if you have checked with post office. Please respond to either her or I. The next step would be to put a stop payment and reissue if you have not received the check thus far. Please let us know how to proceed.Thank you.Sincerely,[redacted] Marketing Department

Review: I am a tenant of the Sofi Laguna Hills apartment complex that FPI Management runs. I have often complained that my parking spot is very far away from my actual apartment and I had multiple staff members say that when the parking situation is redone that my parking spot will be closer. I was told by [redacted] and [redacted] of the Sofi Laguna Hills complex. The new parking assignments came out and my parking spot is not closer at all. I was lied to three different times and given false information. FPI Management has gotten involved but they have offered no solution. They will not move my parking spot nor give me a garage near my apartment - although I am willing to pay.Desired Settlement: I want what was promised to me - a parking spot close to my apartment.

Business

Response:

Our apartment community is adding an additional parking space to all 2 bedroom apartments on 1/23/15. Since most of our available parking is on one side of our community, this meant that many of our residents' spaces had to change in order to make the additional spaces as close to the apartment as possible. Ms. [redacted] is in a one bedroom, so her space simply changed; we could/did not promise it would be closer than her current space as some reassigned spaces ended up being a little further away. Also, our garages are all currently occupied and we have a waitlist, which she is on. This information has been expressed to Ms. [redacted] several times, both verbal and written.Please feel free to contact me at any time by email at [redacted] or by phone at ###-###-#### if you have any further questions.Thank you,[redacted]Community DirectorSofi Laguna Hills[redacted]###-###-####

Review: I am living in the Piazza D'Oro townhomes for less than a year. When I started having major problems. I am US Marine Veteran. The community was a great place before this property management company took over. There were rules for the community in regard to smoking policy. The place I live in was horrible. I could never leave my windows open due to the smoke that would come in. Also, my medical conition that I had coming back from Iraq started to get worse. My PTSD shut up to a point where I could not stand living in the townhome any more. I went to both of my Doctor. They told me and advise to move from where I am at, due to the PTSD conditions. So, I did inform the office, gave them a letter to a place where I was able to get treatment, but I have to break the lease. Also later on I gave them a letter telling them my PTSD Dr. instructed me to leave the apartments. I did clean the apartment and gave the keys back in the apartments. I did find out they have the apartment rent out in less then 2 months. I am stuck with a Bill that is over 3000.00 dollars. I am US veteran working only off of the income I get the VA. I am Total Disable thru the VA. This is really creating a problem due to the fact I move out due to medical condition, no I am being force to pay bill. I am willing to pay a 1/4 of it and have it remove my credit file.Desired Settlement: I am needing this company to work with me on this problem. I am US Marine Veteran that is total disable now with no enough income to really get by. The bill that is over 3000.00 I would love for them to take the bill away due to the fact my Dr and my medicalation was issue I was having their. Really the only thing I can due it pay 1/4 of what is owe, but I want it tooken of my credit report and also for it to say I payed it in full.

Business

Response:

Dear Mr. [redacted],I apologize that your experience here at Piazza was less than desirable, but thank you for bringing your concerns to our attention. I was able to review your file and did in fact find a letter dated March 21st 2014 explaining your situation. Per the SCRA Act, which was referenced in your letter, states that the financial responsibility date will end 30 days after the next billing date. With that being said, the liability date would be until April 30th 2014. The original move out statement reflected a liability date of May 7th 2014 and a balance due of $3,007.86. I have made the necessary revisions, and have attached an updated copy to reflect the correct amount of $2,480.86.[redacted]Community Director Piazza D' Oro Townhomes

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me as long as you all removed the collections from my credit report. I am want to be able to make payments to you. Can you let me know how I am can proceed from here? It will take me a couple of months to get payoff. [redacted] ###-###-####

Review: [redacted] in [redacted] moved out of apartment 11-25-15 after a movein/move out inspection completed with apt in good condition signed off by the hired maintenance man and did not get my deposit back and also received bills for carpet and painting of the apartment.Desired Settlement: I just want my deposit back of 560.00 less utilities of 52.88 for water. please help me.

Business

Response:

To whom it may concern,

Review: My mother, [redacted], was a resident of Parc Station Apartments in Santa Rosa, an FPI property. She passed away on 11/30/14 and we were told that her deposit refund would have to be written in her name. We asked for an exception to this because my mother's bank and the issuing bank are both unable to cash the check. FPI refuses to re-write the check in my name, her next of kin. I believe their policy of only issuing checks to the renter, even when they are deceased, is designed to save them money and is reprehensible.Desired Settlement: I request a new check to be written payable to [redacted] in the amount of $451.68 for her security deposit refund. I am Adriana [redacted]'s next of kin and I can provide the documentation required.

Business

Response:

Hi [redacted], We are very sorry for your loss; however there are only 2 ways the refund check can be made payable for deceased Residents.1. Issue the refund check in the name of the deceased resident-or-2.Add "To the Estate of" before the deceased resident's nameWe cannot make the check payable to the next of kin, unless that person was on the Rental Agreement. We are unable to instruct the beneficiaries of the deceased resident on how to cash the refund check. This is something that will need to be determined by your financial institution. If you would like us to change the refund check to #2, please let us know.[redacted], Portfolio ManagerFPI Management, Inc.800 Iron Point Road | Folsom, CA 95630

Consumer

Response:

I am rejecting this response because:We are not executor's to our mother's estate so writing the check to her estate won't work. We would need the check made out to myself or [redacted] as [redacted]'s next of kin. This is a common practice and should not be an issue. I have contacted an attorney and he has prepared a small estate affidavit that will be forwarded to FPI within a week.

Business

Response:

If the affidavit is received, it will be taken under consideration at that time. As of now, we have not received anything at our offices. Thank you, [redacted] Marketing Department: FPI Management

Review: FPI management and The Bridge apartment complex in Hayward are once again, making up charges, false statements, and threatening to damage my credit if I do not comply with their "Demand for Payment" for erroneous charges after we moved out. The "Demand" claims we moved due to "Rent Increase" and this is false and has no merit as we did not give a reason in our notice. We purposely did not give a reason in the hope that we would be asked. No one attempted to contact us. When I served my notice in person, no one asked any questions. On January 11th, 2014 we received a Demand for Payment with a charge for cleaning our 900 square foot 2 bedroom apartment for $948.31 by a company named Venturi Carpet Cleaning. On January 13th, 2014, I obtained an estimate from Venturi Carpet Cleaning to clean a 2 bedroom apartment. The estimate they gave me to clean for a 2 bedroom apartment is $110. This is a far cry from $948.31. FPI Management is also charging me $150 for cleaning. I have photos from our move out day that show the condition of the apartment upon our move out and the condition did not justify almost $1,000 in carpet cleaning or $150 in cleaning. The reason we moved from this place was primarily due to questionable practices regarding what they charge for everything.Desired Settlement: I demand that FPI Management and The Bridge to withdraw their "Demand for Payment" immeditely.

Business

Response:

[redacted], the Portfolio Manager who oversees this community, spoke to this resident and he has agreed to pay the balance owed. Although we provided pricing sheets, the resident requested copies of actual invoices which we acknowledge his right to. I will send them as soon as they are made available by the vendors. We also agreed to extend the grace period for an additional 30 days before sending his file to rent colect global.

Review: I've been living in [redacted] There has been construction going on with the exterior of the buildings. Due to that going on, the complex blocked off many covered parking spots as well as visitor parking spots. On Oct. 5th, 2015, I parked in a visitor parking spot because there wasn't many parking areas available. Knowing that I was going to be out of town for a few days I thought that would be a safe spot. There were no cones blocking the area, no cation tape, there was nothing in that parking spot that indicated that it was involved with the construction. I have been around construction my whole life, due to my dad being in the business. I wouldn't have made a mistake by parking in a blocked area and on top of that knowing that I was going to be out of town. On Oct. 10th, 2015, is when I found out that my car was towed. I have downloaded the rental portal that my apartments offered and filled in all of the information, contact information as well as mine and my roommates cars information. They have also on 3 different occasions have left notes on my door asking for my car information again. Which I turned in all 3 times well before the month of October. I even went in the office the last time asking if they have lost my information because I've turned it in every time and its on my rental portal app. I talked to the leasing manager on 9/27/15 and she showed and told me that they have all of my information and that its put into the computer. So when I went into the office on 10/10/15 about my car being towed I talked to [redacted] a leasing consultant, she said that my car was towed on Monday the 5th and she couldn't find any of my information in the computer and had to go into the back and find it in a binder. I told her that nobody contacted me. It cost $710 for the tow fee, $200 to borrow my boss's car, missed 3 days of work and 2 days of school. I would like to settle out of court for my money back. (More to the story couldn't fit)Desired Settlement: I would like $1,300 refunded back to me for: $710 for the tow fees, $200 from borrowing my boss's car, my hourly wage times the 3 days of work I missed and 2 days of school I missed as well as pain and suffering. I have a picture they sent me that had zero proof that it was the day I parked there. The picture was not time or date stamped. Which I attached to this claim.

Business

Response:

I spoke to [redacted] on 11/6/15 in regards to her complaint and the situation that occurred. After speaking with [redacted], I reached out to my Portfolio Manager, [redacted], and she approved that we refund [redacted] the $710 in towing costs. I spoke to [redacted] on 11/10/15 and told her what we were offering to refund her and she told me that she would get back to me on 11/11/15 on whether she would accept that amount. She called me back on 11/11/15 and said she would accept the compensation. I contacted her on 11/13/15 to let her know she could come down to the office at any time to sign a document stating what we were giving her and as soon as she did that she would get the amount funded to her account. She then stated she wanted a paper check so I contacted our community accountant and he said he should be able to do that mid next week and I let her know. She stated she would take her complaint off the Revdex.com with the agreement that we give her the check as soon as possible next week.

Consumer

Response:

I have reviewed the response made by the business in reference to my concern, and find that this resolution is satisfactory to me.

Review: The Adora Townhomes apartment complex in Roseville deducted $190 for a "heavy cleaning" fee from my deposit after I had spent several hours cleaning it. They also attempted to deduct for full painting, although I had never hung anything on the walls. However, this was resolved with the corporate office after multiple contacts over nearly ten days.The cleaning charge was on a handwritten invoice with no documentation of the work that was done. The corporate office forwarded me a cleaning "checklist" that was apparently provided to the vendor. They checked off every single item as a "to be completed." This is despite the fact that most of the items checked off were cleaned thoroughly. I did acknowledge that I may owe some cleaning charges for items that I forgot - windows, blinds, and ceiling fans. The floors were allegedly in "bad shape," although they were swept and mopped by hand. There was "dust behind the refrigerator" although I obviously would not have moved my refrigerator to clean, and seriously doubt that the cleaning people did so. They could only verbally tell me that it took their vendor three hours with three people to clean a tiny, one bedroom one bath unit that had already been cleaned. I may be able to understand a regular or standard cleaning fee, but absolutely not a "heavy" cleaning fee. As a side note, I submitted my notice on the company required form on 7/9. The community manager sent me an e-mail on 8/3 saying that she never received my notice. I forwarded it to her in the original e-mail dated 7/9. The corporate office informed me that she tried to tell them that I did not send it on the company form, and that she did not actually "lose" it. I would be curious to know who selects and oversees the cleaning vendor (complex manager versus corporate), as it is obviously in their best interest to charge higher cleaning fees.Desired Settlement: The cleaning charges need to be reduced and the difference refunded.

Business

Response:

Here is a response to these concerns. The home required a heavy clean per Adora evaluation and vendor, [redacted]. The windows and blinds needed to be thoroughly cleaned, the shower doors had to be treated for water spots, all cabinets needed to be wiped down, the floors needed to be thoroughly cleaned, the refrigerator had to be wiped down on all sides and behind due to dust and marks, drawers in the kitchen had personal items in them, there was multiple hand prints and dirty spots on doors and door frames, base boards had to be wiped down. It took our cleaning crew, [redacted], a total of 2 hours with three people, which is a total 6 hours of work. I don't feel these charges should be reversed because we have already explained that we are unable to deduct any charges because this is what the vendor charged us.Our cleaning vendor, [redacted], always hand-writes their estimates/invoices, but they all have the [redacted] logo with contact info imprinted on every invoice. We have never had an issue and have used this vendor for over 2 years. Almost every item was checked because it needed to be cleaned- the home was only surface cleaned, not thoroughly cleaned. A normal/general cleaning for this size unit takes 3 hours, her unit took 6 hours to clean. They pull out the stove and the fridge. Whenever we speak to residents during their walk through or about moving out, we advise to not spend all day/night cleaning, because legally it has to be professionally cleaned. There were multiple occasions that I spoke to this resident during her move out time frame and let her know that we were only looking for major damage during the pre move-out inspection.Regarding the painting of the apartment, the resident was never charged for a full painting. She was charged for 2 hours of maintenance labor and $20.00 in paint. After her wear-and-tear allowance was deducted, she only owed $15.87 which we later reversed as a courtesy.As we mentioned to this resident before, we only received an email through our resident portal stating that she was going to give her 30-day notice. I sent her an email back to her personal email with the FPI form and when I didn't see it on Monday, August 3rd I sent a courtesy email letting her know I hadn't received it. After further research, it was discovered that she sent the notice from her work email that went to a spam folder.[redacted]Community Director Adora

Consumer

Response:

I am rejecting this response because:As usual, the community director is providing inaccurate information. NO ONE discussed the cleaning expectations with me. I only had a pre move out inspection with maintenance, but he was only there to inspect for damage. Also, the "painting" was for nonexistent "furniture marks." I was certainly not told that I would be expected to pull out the refrigerator and stove. I seriously doubt that this was done after previous tenants in that unit. I realize that this is what the vendor allegedly charged you, but if they were directed to do a heavy cleaning or just have no oversight, then I should not have to incur the inflated charges.Finally, if my original notice went to the spam box, then why did you reply to it the same day to tell me that you would enter it into your system on 8/1?

Business

Response:

?It was never stated that I spoke of cleaning expectations with the resident, ?we said that if residents ask us we tell them not to spend all day cleaning because it has to be professionally cleaned. It also states this in the lease that the resident signed (pages 44-45 on her lease), which [redacted] the Portfolio Manager informed the resident of. In all of my correspondence back/forth with the resident it never asked about cleaning expectations, so it was never discussed. In an email on August 18th, the resident asked if the home needed to be empty for the pre move-out inspection which I informed her it was just an inspection looking for major damage and that it did not need to be empty. Our vendors do in fact pull out the fridge and stove for every turn of apartments. The vendor charged and was paid $190 for the cleaning. The painting charges were legitimate, but as a courtesy we gave the resident back the $15.87 charges that were a concern. We have 3 staff members that can verify that there were furniture marks and oil stains on the walls.

Consumer

Response:

I am rejecting this response because:Again, there is absolutely no way that the apartment required a "heavy cleaning" based on my one year of residing there. The "checklist" requests that the cleaning company clean every item in the unit, even those that were cleaned extremely thoroughly (the majority). I spent hours in the unit cleaning, with my boyfriend's help, to ensure that I received the return of my deposit. The vendor obviously does not have sufficient oversight, or they were directed to do more than necessary. I am not sure what they possibly could have done in the unit with that many people for three hours. It is also unreasonable to expect that tenants move the stove and refrigerator to clean. Although it has been quite some time since I have rented, I have never been charged even a cleaning fee from my deposit, much less all of the alleged add ons. My current residence informed me, clearly and up front, that they charge a carpet cleaning fee of $60. From my review of prior complaints, it appears to be common practice for this management company to have the units cleaned at excessive rates with charge to the tenants. Again, I do not think that I should be responsible because management either decided that they wanted a heavy cleaning after cycling through multiple tenants, or because the vendor is allowed to clean and charge without oversight.Regarding the alleged marks on the walls, there is absolutely no way there were furniture marks or "oil stains" on the walls. First, none of my furniture was touching the walls. They were all several inc/hes away. In addition, I do not own or use oil in any capacity - even to cook. I obviously was not smearing it on the walls. The walls were absolutely clear when I left the evening of , so I am not sure what happened after you or your staff entered the unit.

Review: The Overlook Apartments placed an account in collections that was not only a mistake on their end, but never once contacted me to let me know that they thought I had a bill. There is constantly a new property manager being hired, then not working out, by the corporate Management company, and it is very common for these managers to make arrangements with renters without documenting or communicating these arrangements to the next manager that is hired. Upon moving out during my last month at the apartment, I could not cover the whole last month's rent (roommate had moved out just before rent was due). The manager at the time made an arrangement concerning the last months rent; I paid my share of the rent, which was half, and the security deposit would be kept to cover that month. After moving out, I never once received a phone call (I've had the same telephone number for years, it's not changed), a bill by e-mail or mail. What a surprise I had when I applied for a car loan a year later and my credit report listed an account in collections for $1,722! The manager I made this arrangement with did not properly document our arrangement, and the next manager hired made no attempt to collect (or resolve) the "bill" before sending it to collections. A simple search online produced many similar complaints from renters getting stuck with accounts in collections and the unprofessionalism of the many property managers hired.Desired Settlement: I would like a formal letter of apology from either the apartment complex or corporate Management company, FPI Management, Inc for the damage it did to my credit and the amount of time it's taking me to get the account removed from my credit report.

Business

Response:

Residents [redacted] and [redacted] moved in 9-6-2008. They resided in unit #13 until 7-25-2009 (approx 1 year) at which time a roommate split occurred and only 1/2 of Julys rent was paid. They were charged for the remainder of July's rent or $455 and for the following month $895 which includes 30 days as proper notice was not given. There were additional damage charges for returning the unit to its original condition that include the following: carpet clean/paint $230.90, apartment cleaning $155, replacement of closet carpet $184.56 and large hole in drywall $75.00 to patch, also they had a past due utility bill of $236.99 due to UMC that was unpaid. Their security deposit was $500. The damages and return of the unit to original condition and past due rent added up to $2232.45 minus $500 deposit leaves a balance owing of $1732.45. No forwarding address was given to management so the forfeiture was sent to [redacted] which was their old apartment, we hold onto all paperwork for at least 14 days prior to sending to collections to allow for possible payments of balances due. Collection agency information is located at the bottom of their forfeiture it is not our responsibility to contact the past resident to collect funds. While I do apologize for the trouble he has experienced and the time taken to remove this from his credit, the management does not feel any mistakes have been made on our behalf and I have enclosed all documents that were mailed to the residents.

Review: I am requesting reimbursement of $900 from my rental property managers, FPI Management, at Mason at Hive, Oakland, for incurred costs due to delay of entry into my apartment on the designated move-in date. FPI Management is refusing to pay. My move-in day and time was May 13, 2016 at 9:00am PDT. I arrived at 9:10am with my movers and was denied access to my apartment for over 3-hours. The property management was still waiting for a signature from the city of Oakland on the “Certificate of Occupancy”. FPI Management is refusing to pay for the cost of delay due to, “reasons beyond our control”:

From: [ FPI Management representative ]

Date: Tue, 24 May 2016 19:10:11 -0700

Subject: Re: mason at hive reimbursement request

To: [ renter ]

CC: [ multiple FPI Management representatives ]

Dear [ renter ],

After further review of your lease, Page 5, Section 12. Delivery of Premises states, that we can not be held liable for the delay in the delivery of the premises for reasons beyond our control. Since the reason for the delay was that we had not received the Certificate of Occupancy from The City of Oakland until 1pm on your move-in day, this would qualify under the "reasons beyond our control".

I was under contract with my movers to pay a rate of $300 per hour. I was not provided entry into the apartment until after 12:00pm (more than 3-hours after promised move-in time, thus the request for $900). Although I made 2 phone calls into the Mason leasing office the week of but prior to the FRiday move-in to make sure the moving truck parking area would be available and that access to the apartment would be available at 9am, I was never told that the “Certificate of Occupancy” had not been signed and that entry might be delayed. This is gross negligence on the part of FPI Management and I am seeking help to gain appropriate reimbursement to costs incurred as a result of this gross negligence.Desired Settlement: I would like my next monthly rent payment amount (due June 1, 2016) reduced by $900.

Business

Response:

To whom it may concern,[redacted] arrived on Friday, May 13, 2016 at AM to move into his apartment but unfortunately our certificate of occupancy had not been signed off by the city officials. I informed [redacted] of the current situation when he arrived and that we would need to wait until 12 PM to provide him keys. [redacted] said he would speak with his movers about the delay. He returned to our office and said his movers had another delivery nearby and they would complete that delivery before returning at 12 PM. [redacted] arrived at 11:30 AM and we received approval to move him in. When completing the move in paperwork [redacted] did not have his move in money in certified funds which is required. We provided him with a copy of the first document he signed that explains this (welcome packet) and highlighted the areas that explained the move in money needed to be in the form of cashier's check or money order. [redacted] found a bank nearby and returned at 12:30 PM to complete his move in inspection. After [redacted] brought his issues to our attention we offered a concession for one day of rent to compensate for his wait to move in ($104) and also additional cleaning ($120). Please see attached document for our email conversation. [redacted]Community DirectorMason at Hive

Consumer

Response:

The response from the BUSINESS does not address the issue at hand which

is who is responsible for the additional $900 cost that resulted from the

lessee not being allowed entry into the apartment at the time specified by the

lessor. There are 3 options: (1) the lessee is responsible and should pay the

$900, (2) the lessor is responsible for the commitment they made to have the

apartment available for move-in at the time the lessor specified, or (3) the

city of Oakland is responsible for not signing the “certificate of occupancy”

by 9:00am on the date specified by the lessor.

(1)

We argue that the lessee is not responsible

because they did not break any commitment.

(2)

We argue that the lessor broke their commitment

and is thus responsible for the ramifications of not keeping that commitment.

(3)

Perhaps the city of Oakland is responsible, but

we argue that the arrangement between the lessor and the city of Oakland

remains the responsibility of the lessor. At a minimum, the lessor should have

made arrangements to have the “certificate of occupancy” signed at least a day

prior to their stated move-in date and time. As a responsible lessor, this

paperwork along with all other requirements to have the apartment ready for

move-in on the date and time the lessor provided to the lessee should have been

completed several days before the committed move-in date published by the lessor

and conveyed to the lessee. Further, the

lessor could have notified the lessee that the “certificate of occupancy” had

not been signed at least 2 or 3 days in advance so that the lessee may have

been given the opportunity to make other arrangements with their contracted

mover. The fact that none of these provisions were executed by the lessor

represents gross negligence and places the lessor in the position of

responsibility for the costs associated with stated negligence.

Review: I went to [redacted].I applied online and paid for two credit checks and the holding fee. The next day I called to question about my holding fee etc. I mentioned I was told to bring in my [redacted] paperwork and paystubs. I went into the office the agent was confused with the calculations. She told me my portion of payment needed to be 2.5 times to qualify for the unit. She took a copy of one paystub and told me she would wait for [redacted], to contact them. The next day [redacted] called me. The rep said she need verification of my income and I needed to sign a release form for my employer.I mentioned bring my paystubs in person to [redacted] and that the agent took one copy of it. The rep then said she would notify them and get it. Around 1:00pm I received an email saying I had been denied because of my income. But it wasn't the final decision,someone from the property would call. No one called so I called them,to see if there was another option. I was told no my income didn't qualify.They said my holding fee check would be cut and sent following Friday. I spoke with my [redacted] and was told I should have qualified for the unit. My portion of rent would qualify for the 2.5 times at the 1147 rent amount and [redacted] would pay the rest. So I called back to [redacted] and spoke with a agent told her my situation and she put me on hold for aprox. 15 minutes. So I hung up and called back. She answered and apologized and said she was just a temp. She was wait to speak with another agent. She took my name an number and said someone would call. when no one did I called the manager told her the situation and she said she would call after investigating some things. Ive never received a call back. I spoke with [redacted] and found out they only used my work income for qualification. Not taking into account that I'm on [redacted]. I've called the regional FPI office and left two messages and still no return calls. I've paid my money and was not treated fairly and I've been homeless since 8/29.Desired Settlement: I would like FPI contacted concerning this issue. Have some one to look at the calculation again. Contact [redacted] if needed to find out my exact rent payment and follow up with [redacted] to make sure that the credit check are complete.I want my original agreement honored if it is found that my income actually does qualify.

Business

Response:

September 4th, 2016[redacted]Dear [redacted],In response to your letter, it is our utmost goal that every prospective resident has a comfortable and enjoyable experience at an FPI Management community. We want to ensure you that as a company we have put regulations and policies in place to ensure that each prospective resident is treated with the same respect deserved.In accordance with F[redacted] laws and guidelines, FPI Management offers housing without regard to the race, creed, color, religious affiliation, sex, sexual orientation, familial status, sensory deprivation or physical disability of any individual. It is our policy that every person who walks through our doors will be treated equal and with respect.We operate this community within the Guidelines of the [redacted] Laws and other applicable Federal, State, and Local Laws. We base qualifications on income level, resident history and credit standings, without regard to race, color, religion, sex, handicap, familial status or national origin. We treat all residents and prospective residents with equal fairness. We will show all prospective resident any available unit in accordance with these guidelines. All common areas are equally available to all residents and their guests. All advertising is a representation of the community and its amenities and is conducted in accordance with these statutes.Please understand that the screening criteria that has been established FPI Management and the [redacted], is set equally and fairly. The sites do not have the ability nor the authority to deviate from the set standards. We screen all applicants in accordance with the guidelines set forth. Our policy is to ensure that each person has the same opportunity for residency as the next. I have reviewed your applicant submitted on 8/19/2015. My findings are denial was generated though our screening service and you were notified as such. The net income ratio is one of the deniable factors, however it is not the only one. There were three areas which you did not meet the set requirements. The adverse action letter was emailed to you from the property on 8/21/2015. Further instructions are listed on this letter in cases of dispute. I encourage you to use that letter as guideline for any further concerns you may have in regards to your application.I hope this has cleared up any questions you may have. Please contact me with any further concerns you may have. I assure you that you will be taken care of in the same manner that is allotted to all FPI Management prospects and residents. Sincerely,

Business

Response:

Hello [redacted],I have attached the Notice of Adverse Action from [redacted] (please keep confidential). It states the reasoning of your denial, the key factors being: your income is not high enough to qualify, your previous rental history was not verified, and derogatory credit. I was also able to confirm that a check for the holding fee has been sent out on 9/25/15. Please contact me personally if you do not see the check reach you in the next couple of days. Thank you,

Consumer

Response:

I am rejecting this response because: The reason for denial is growing now, all of a sudden. I was just recently approved to purchase a home and & for another apartment. But denied under false pretenses. I wouldn't be surprised if this management company stops accepting [redacted] all together. I really believe this is a case of poor customer service & discrimination.

As for the check. Yes, I did finally receive it but will have to send it back because my bank will not cash it because my sons name was added to it. Why, that was done, I have no clue. Because my debit card & information was used solely for the payments made. Dealing with this company has been a absolute nightmare. Thanks for helping me become homeless, adding stress to my life and waiting over 3 weeks to get my money back.

Review: I live on a property managed by FPI.The onsite manager is refusing to take my rent for unknown reasons. I was told to contact [redacted] at the FPI management office,I have repeatedly called and left voice messages,they are refusing to respond to me,I haven't recieved any notices of any kind thru the mail or on my door from them,but it seems they are in the process of filing an eviction aginst me for reasons unknown to,im completely unaware of everything I have no clue whats going on they have not notified me in any way shape or form.Desired Settlement: I need to know whats going,why is this taking place and I need a general resolution to this problem

Business

Response:

To whom it may concern,In regards to the issue with Miss [redacted], we informed her of the reasons her rent was denied. Both myself and my supervisor have notified her on several occasions that her termination is due to violence on behalf of her unauthorized occupant. This person has caused damage to our property and has been involved in illegal acts. I also informed her that she will be contacted by our Lawyers [redacted]. My supervisor [redacted] also set up a conference with her for Wednesday July 13, 2016 at 10 AM. Thank you. [redacted] Community DirectorSierra Villa East

Review: I was billed for a day of rent because their office was not open to collect my keys.

I lived in the Paseo Place Complex for 4 yrs. When the FPI management took over earlier in the year, right away I knew it was bad. My first rent check was dropped in the drop box and was was applied the the wrong apartment and I was issued a vacate notice. I did the work to show it was their mistake and the problem was resolved. When I decided to move out, I put my final month's rent check in the envelope with my 30 day notice again in the drop box. The rent check was put in the recycling and I was again issused vacate notice. I called the leasing office and spoke with [redacted], who eventually found the check. My move out date was set for 8/31/13. The leasing office is listed as open seven days a week, so when I went to turn in my keys on 08/31, I was surprised to find it closed. Based on the experince I had previously had with the drop box, I decided against putting the keys in the drop box and returned the following day to return them to [redacted]. In September, I received my depostion of deposit return and I was charged $71 for one days rent for not having the keys back on the 31st. I called the leasing office and explained my disagreement with the charge and was told they would look in to the matter and get back to me . I was never called back. I followed up mulitple times without response. On 09/23/13 I contacted FPI corporate office and left a message for the supervisor. Again, I was not contacted. I later received an email from the leasing manager [redacted], that because the drop box was available, I would not be getting back the $71. I find this completely unacceptable.

Desired Settlement: DesiredSettlementID: Other (requires explanation)

I am looking to get back the $71 that was withheld from my security deposit.

Business

Response:

Initial Business Response

She was supposed to move out and turn in keys on 8/31/13. She came by the office but we were closed at the time she came by. She then came back on 9/1/13 to turn in keys to the on site manager, [redacted]. We charged her $71 for rent for 9/1/13, which she is disputing because she said she did not feel comfortable leaving the keys in the night drop box and wanted to deliver them to someone in person. Our on site manager explained to her this is exactly why we have a drop box available for keys and rent.

Our on site manager as well as our area Director over the community have both spoken with her. When she came to turn in her keys the office was temporarily closed (staff was likely on a tour with prospective residents, at lunch, walking the grounds/units, etc.). There is a drop box that is maintained and checked regularly for things like key turn in and rent checks. Our Director, [redacted], spoke with Ms. [redacted] and determined that Ms. [redacted] was aware that we have a drop box, had used it prior, and was aware that it was available for her use even if the office was "closed". We have to be consistent in the way we treat all residents due to Fair Housing laws. When our Director, [redacted], tried to explain this to Ms. [redacted], Ms. [redacted] hung up. Unfortunately we are not able to refund the the day of rent ($71), as her keys were not turned in by 8/31/13 and therefore Ms. [redacted] did still technically have occupancy of that apartment and is therefore responsible for the rent.

Review: My family and I we have been living in the apartment since 2009. We are still here because we like the apartments, the area and our jobs and my school is near by. [redacted] the assistance manager always is rude, in the beginning everything was nice but after time [redacted] the assistance manager has changed his attitud like not helping at all and been really rude. The 2 most recent incidents happened on May 1st,2016. I had to sign a new lease contract and I had to sign the lease. I took the originals to the office and [redacted] took it and filed it and gave me a copy. The next day [redacted]. Called my mom screaming at her asking for the contract with a very aggressive attitude,calling my mom and myself liars because we didn't take the papers in. When we told him that we took the papers to [redacted] and he saw that he filed the contract he didn't call and apologize about the situation. The last incident was on May 26,2016. The parking lots where under construction and without our consent,they moved my mother's vehicle to the outside of the property. When we asked [redacted] what happened to the car he told us in a real mean attitude "why didn't you move the car you did not know how to read the papers that we left on your door?" This made us feel very uncomfortable and let us know that he is not customer oriented. I know that was our mistake but when somebody work at night time sometimes forget things from been so tired. I'm not compleining about they move the car im compleing about his attitud I was trying to find the car to go to school so I was asking for his help I asked him very nice in ask if he knew about the car and he was screaming at me that if I don't know how to read the notices that they give us. I hope that this matter can be resolved because we are not the only ones that complain about him. He always seems to pick up on Hispanics and on African Americans. But the Asian community that lives here seems to not be affected for he has favoritism towards them.Desired Settlement: I hope that he can learn to resolve his own personal issues. I do not want him to lose his job but I do want him to learn that we are his customers and this is another way to treat paying customers. We never give him any trouble we always pay our rent on time and so I don't understand why he treats his this way thank you for reading.

Business

Response:

Good Morning Ms. [redacted],I am the FPI Portfolio Manager for the Sunset Park Apartments and supervise the on-site staff. I am following up regarding your recent complaint to the Revdex.com. We take pride in providing professional and courteous management services at our properties and thank you for brining your concerns to our attention. Would it be possible for you to call me directly, so that I can learn more about this issue? You are welcome to call me on my mobile phone at [redacted]. Alternatively, I am available to meet with you at the apartment building or at FPI's offices in Folsom. I also left a voicemail for you this morning. Thanks so much and I look forward to hearing from you.Best Regards,[redacted] - Director[redacted] Mobile[redacted] Direct/fax[redacted]

Review: After vacating our apartment we recieved a bill for $339.65. One of those charges was for nail hole repair. They claim we had 91 holes in our apartment and the cost to repair was $91. A dollar a hole. No where in our lease did it mention this particular rule. We knew they would repaint and clean carpet and so forth, natural wear and tear for leasing for 2 years. I would have repaired my own holes if given a written clause somewhere in the lease that stated a dollar a hole. They counted these holes when we were not present. I truly feel this is a made up charge on their part. They also have threatned to send us to collections if we don't pay them with a cashiers check. Again no where on this itemized bill does it say it needs to be cashiers check. I have asked to speak to a manager and go higher up the chain so I can air my grievances. So far I have not recieved a return phone call.Desired Settlement: I would like this charge of $91. removed. Untill they state this kind of charge in writing it should not be a surprise to residents at the end of their commitment.

Business

Response:

To whom it may concern,

Review: Landlord refused to return my deposit of $300.00 and charged an additional sum of $423.24. I was charged an estimated cost of $272 by Pro Choice Services, Inc. LIC #[redacted] for painting of apartment. The actual cost was not stated and all painting has been done by on-site maintenance personnel, not an outside company. Also, an estimated cost of $463 was charged for carpet replacement, however, the actual cost was not stated by Criterion Brock-Santa Fe Springs. Also, reglazing of kitchen counter is only an estimate, not actual cost to reglaze. These costs are excessive. Please investigate as I am due a refund.Desired Settlement: Any charge over one hundred and fifty dollars is unacceptable.

Business

Response:

Hello [redacted],Please let us know which property you resided in and when so we can investigate this for you. Unfortunately, we have no way of identifying where you live just by your first and last name.Thank you, [redacted]

Consumer

Response:

My location is at [redacted]. I do not feel that I owe any money for the carpet because of the wear and tear for a year.

Business

Response:

Hi [redacted],

Review: I was offered a apartment, I come the next day and they said that the apartment was booked already. They offered me another one, so we started the process. My partner and I left a holding deposit and a fee to hold the apartment. We would come and check in to see if we where approved and when the apartment was going to be available for move in in addition to fill out documentation paperwork. They were really unprofessional at their jobs because they would keep on offering more expensive, not as advertised apartments. Every time they would say, "your apartment has already been take, the next one is this amount of extra dollars. Would you like this apartment," type of stuff. I thought a holding deposit would guarantee a hold on the apartment. I disputed, and they told me the hold was only for 48 hours, and the application took one week. We really wanted to live in the apartments since it was convenient for us as the University was 5-10 minutes walking distance. They were so unprofessional that they offered us to move in and have all the payments ready the next day. I thought they would have to tell you with time how much it would cost to have everything bundled up and ready. The agent was really rude, I wish that Sacramento reviews their reduced housing system with them. I lost 200 dollars, in a documented checks. One was a holding deposit, the other was for the application fee. we ended up loosing that, and emotional distress, so we just decided to move to another location. please investigate, hopefully other people that had the same experience complaintDesired Settlement: Tried to see if I can get the money returned, even with the bank, they wanted to see what they can do for the application fee. Nothing was settled, if I cannot get the money back, All I want is for them to get investigated

Business

Response:

Dear Mr. [redacted],I’m responding to the Revdex.com complaint submitted on August 8 2014. First, I wanted to apologize for the experience you described in your complaint. Finding a new home and moving can be one of the most difficult and stressful events. It does not help that availability and pricing can change on a daily basis. That being said, we do our best to communicate the urgency of apartment availability and pricing changes. Once a holding deposit is placed toward the apartment home that will lock in the location and rate. If this is not done promptly then it is very likely that each visit would come with a different location or price. Advertising for the location and rate changes can be tricky because one moment we are advertising for a specific apartment and rate and then somebody could come into the office minutes later and take that location off the market. We do our best to keep up, but at times the advertising might not be changed until the following day. If anybody comes into the office for the specific apartment and/or special advertised we will explain why that location is no longer available. Lastly, regarding the holding deposit and application fees that had been submitted. It has been explained to me that with your application you selected an apartment home, completed the application process and were approvedwit a set a move in date. When the move in date came our staff could not get into contact with you or your roommate. At that time they waited 72 hours for a response. Since no response was received the application was canceled and the unit was back on the market for another perspective resident. The Deposit and Rent Status Form signed by you indicates that if the hold is canceled after 72 hours the funds are kept because the community has kept the apartment off the market for that time. At this point the staff not only gave you the time of the application process, but an additional 72 hours after the move in date. The application fees are non-refundable once the screenings have been processed, which was completed in the process of approving your file. I hope this gives you some understanding to the process. If not, you are welcome to call or stop by the office if you have any other questions or concerns. Our office hours are Monday-Friday from 9:00 am to 6:00 pm.Best Wishes,[redacted]Community Director

Consumer

Response:

I am rejecting this response because: I Did not Get the Holding Deposit Back, I tried communicating with the office several times, the staff was unprofessional except the main supervisor. Their was nothing that the supervisor did for the customer (myself), just an apology. I paid 100 dollars for the application fee, and a 100 dollars for the holding deposit. I do not believe I got treated that way, and all that money basically the company kept. I feel that I got robbed at this service. I wish that the company is looked into.