FPI Management

On October 12th I first spoke with [redacted] at [redacted] request, he told me she was upset about the way her move in was handled. I called her and left a message introducing myself as the new Toluca Terrace South Community Director. She called me back and stated that she was upset with the move in...

process. I apologized and asked what we could do to resolve the problem and she said she wanted $200 off her November rent. I told her I would call my supervisor and ask if we could accommodate her request and that I would call her back. I called her back the same day after talking to [redacted] my Portfolio Manager and informed her [redacted] had approved the $200 rental credit for November rent. I gave [redacted] my personal cellphone number and told her if she had any other concerns to please call me. On Friday, October 23rd, I got a call from [redacted] asking me to program her number into the Syntax machine because she had a guest coming to visit her. I told her we would need to put in a work order the following day. I was not in the office and she agreed. The next morning I looked in the rent drop and a work order was in the drop to input her info into the machine. I made an appointment with the Syntax Technician to come out to train [redacted] our Maintenance Technician because when I asked [redacted] to do the work order for [redacted] he informed me that he did not know how to program the machine. The technician came out and told me we did not have long distance on our machine and that he could not input out of state phone numbers. He then added that he could change the door code and he did so. I then spoke with [redacted] to ask if we could get long distance on our Syntax [redacted] approved. I contacted AT&T to add the service and they told me a representative would call me back. I called [redacted] two days later to let her know I had not forgotten about her and what the status of her work order was. I told her I was in the process of having long distance added to the machine and once that was done I would call her back. She agreed. I have all of the work orders and the bill from the technician that came out to do the work in the apartment. On Sunday, October 25th I received a called on my cell phone at approximately at 4:15 PM from [redacted]. She stated she was upset because her roommate told her that the kitchen sink was not draining. I asked if they had put in a work order which she had not. I asked if they could go to the office in the morning to place the work order and have maintenance take a look at the kitchen sink. She agreed. The morning of October 26th [redacted], [redacted]'s roommate put in a work order for the garbage disposal. That same day I had maintenance go to the apartment to look at the kitchen sink. He reported back to me that the apartment needed a new garbage disposal which he ordered that day. I called [redacted] and informed her a new garbage disposal had been ordered and upon its arrival it would be installed. On October 27th maintenance installed the new garbage disposal and the work order was completed. On Wednesday, October 27th I received and call from [redacted] in the leasing office. She told me she was very upset about an ad she saw on Craigslist for an apartment for rent that was $2165 with the refrigerator included. I told her I had one apartment available and that my other two available apartments were rented. The apartment I had available did come with a refrigerator however, it rented for $2500. She also informed me she was upset because she was told our community had access to Toulca Terrace North's pool but we do not. I told her for liability reasons we could not continue to use the pool at Toluca Terrace North. I again apologized for the change and told her if I could do anything else to help please call me. I also told her I was planning a breakfast for the residents to give them updates on some of the concerns that were bought to my attention around the community.On Friday, October 30th I received a message on my cell phone from [redacted] at approximately 1:17 PM. I called her back at 1:34 PM and she said she was upset because someone had broken into her mail box and had stolen her refunded security deposit check and that they had cashed it with her bank. I said I was sorry to hear that and asked if she had called the police. She said no and questioned what I was going to do about the situation. I told her I was in the process of getting bids to replace or alter the mailboxes to make them more difficult to break into, however, I had been told by the post master that they are in the process of changing the master key. He also said this theft is happening all over North Hollywood. I also informed her that I had changed the front door code and that we would make sure it was not given out to anyone who was unauthorized. She told me that some compensation for her trouble should be given. I said we would not be giving any compensation because the mailboxes were not faulty or damaged so their was no neglect on our part. I added that where ever anyone lives theft and crime is a possibility and our company and employees cannot guarantee anyone's safety. She the demanded we install cameras. I then told her about a property I worked at that had cameras and that they did not stop the theft from happening. I said the best thing we can all do is contact the police if any strangers are seen on the property. I also told her I would make sure to talk to my supervisor about the camera idea. She told me she was sorry for being so harsh with me but that she was upset because she now did not have her portion of the November rent. I made no comment about the rent I told her to contact the police and contact her old property management company as they would more than likely reissue her a check quickly. She said thank you and we ended our phone call. Thank you,[redacted]Community Director,Toluca Terrace South

Please complete your complaint by stating the community name that you applied to.

Hello,I have attached an official complaint that was rendered and inspected by the Health Department of Los Angeles, California. The complaint was a report of feces throughout  property and management staff not attending to this concern. On 06/14/2016 it was determined that this was not a...

constant issue that was not being addressed by the staff. As soon as the staff recognizes the issue it is cleaned up and addressed. There has been an upturn on these instances possibly due to summer vacation and kids with too much time on there hands. We have not ignored any complaints and they are acted on as soon as reported. We have full-time maintenance staff on-site as well and they clean daily. Anything out of the ordinary is reported to Community Director as well in reference to kids doing this as prank.Thank you, [redacted] TCSPortfolio Manager

I am rejecting this response because: the carpet was not removed due to pet damage. The carpet was removed due to aesthetic reasons resulting from normal wear and tear. I have yet to receive any documenting photos of proof of this "pet damage" even though I specifically requested it many weeks ago. The reason I specifically requested this was because of a situation I experienced previously under the exact same conditions. Then, as in now, I suspected the shady subversion of the law regarding procedure for move-out charges. Keep in mind, I also have photographic and video graphic evidence of the underside of the carpet which is where you purport the damage to be. In regards to the stair landing 3x2 ft square of missing carpet: that section of carpet was removed due to the surface receiving topical fire damage, not pet damage, and could have -as is required by law- been remedied independently.. In regards to the video I submitted as proof of the uninhabitability of the unit, that video was taken AFTER the supposed remediation by your staff. In fact there were multiple times I called them to immediately remedy the damage ,caused by the flooding; in addition, I had furniture and belonging that were damaged due to the flooding as well. Please review and/or support the allegations of pet damage; I assert they are false. I still demand a full refund of my security deposit. In addition, please respond to the claim of unwarranted charges for the paint and unnecessary charges for cleaning.

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.

I am rejecting this response because: I expected NO less from management as this is the way it goes here so let me clarify things that were addressed here.they DO NOT respond in a timely manner because if they did I would not have had to wait a week to get heat in my apartment, I would not have had to wait almost two months to get a mailbox upon move in, I would not have had to wait two weeks for them to replace a toilet that literally came half way off the floor and these are just a few of the maintenance issues. Upon move in neither shower worked and we've had many plumbing issues. I have had cockroaches in my apt and complained to asst. manager [redacted] who specifically told me she had them in her apt and I should buy something to help the problem. In fact, another resident wanted me to go see all the bird crap in the stairwell. When I brought this issue up to maintenance I was told no one was supposed to use that stairwell yet there is no sign stating such or having it locked. Its convenient for management to say I'm "harassing" people as they obviously do not know the meaning of the word. So four days prior to moving management "anonymously" calls the Sherrif to come out. Management has not come to me once for all of the supposed harassment claims. As far as being intoxicated? That's a joke as I don't drink. As for marijuana for medical conditions they know nothing about. Residents won't complain because they're afraid I might do something to their cars? Laughable as I have no idea whose car is whose and would never dream of doing something like that. After [redacted] wastes tax dollars calling the sheriff for harassment? Never in my life have I done anything of the sort and no, the sheriff did not tell me he was going to arrest me as they had no grounds to. Skeptical that this all happened as I'm moving out.reading reviews from [redacted] and [redacted] speak for themselves.[redacted] does not scare me as they are trying to do. Have I seen many residents in the office frustrated with them for the same reasons? ABSOLUTELY.Repairing things in two to three days? Sometimes is the only thing to say about that. They are trying to intimidate me and it's not working.Did I have a note on my car stating the obvious problems here? ABSOLUTELY. As for leaving notes around the complex? Please.All you have to do is walk around the complex and see all of the safety hazards. The walkways here have serious issues with being raised and cracked and anyone can fall and get hurt very easily. They also have a big opening in the carport where any curious kid can get into and be under the building.The day after the sheriffs came, I went to the Lakewood sheriffs station and spoke to the watch commander and he explained a few things to me and here are MY rights. I can speak to whomever I choose, it's my car and I'm free to put a note on it, which I most certainly did because yes, I will stand up for myself and hopefully save another poor family from this place and it is MY right to picket this complex.I have in fact spoken to residents because that's my personality. When they choose to tell me they can't wait to get out of their lease, that speaks volumes as does [redacted].Bottom line, I would question their motives. This building does have cockroaches and come summertime you will see them running throughout the complex and watch where you're walking to keep from stepping on them, termites? Everywhere. Have I heard of rats being in people's storage units? Absolutely.I would be very skeptical of this not that supposedly was written by a tenant.The staff here is just unbelievable and it's sad because the manager is the same way.I have a voice and I will use it and that's what they don't like. They are false advertising with a clubhouse, business center, etc. and I have not seen them. Church parking not until 6pm. Across the street and down a dark block. Not fun. inspect your carport more thoroughly. Bags of trash have been sitting there for over a week. Social media is very powerful and I suppose I can't "harass" anyone there.With that being said, I feel sorry for anyone moving in here.one last thing about the mailbox? No apologies, nothing except [redacted] asking me "can't you just go to the post office to pick up you mail" why should I have had to do that?I do have a lot of work orders indeed so you can try to explain that away how you wish. I also have photos of the safety issues here. My pictures do not lie but [redacted]s certainly do

Thank you for your concern in regards to your living experience at [redacted]. We apologize if you feel your stay with us has been an unpleasant one, as we strive to provide a community our residents are proud to call home. An introduction to resident utility billing flyer was included...

with each renewal letter sent 45-60 days in advance of your lease expiration. As we’ve previously discussed, Utility Smart bills [redacted] residents for their water, sewer and trash. Utility Smart is a third party billing service hired by [redacted] to reallocate the property’s utility costs back to the residents. Please note, Utility Smart is not the retail service provider of these utilities and is not affiliated with the property or property management company, aside from being our billing service provider. Monthly utility charges are based upon each resident’s proportionate share of the property’s overall expenses, including common area expenses. Water is not based on your actual consumption. The property’s overall expense is divided by the total square footage of all occupied units and the total number of occupants to determine a cost/ rate per square foot and per occupant. These rates are then multiplied by each unit’s size (square footage) and number of occupants to determine that unit’s charges. Because of this method, charges will vary from unit to unit. In addition, the charges billed back to Resident’s are based off 90% of the actual bill the property receives monthly. The property’s overall expense for Sewer and Trash charges is equally divided among all occupied units on a flat rate per unit, per occupied day, basis. Our apartment homes do not have individual meters, which is why residents do not receive unit specific utility bills for water, sewer and trash like for [redacted]. We have engaged with the 3rd party billing company to help assess a reasonable portion of the total bill to their apartment home. With our water restrictions limited watering to two times a week a 10% common area deduction is more than reasonable for the property watering and the other common area water sources (pool, showers). Many properties are actually reducing the common area deduction to 5% due to the drought restriction. It is not an unreasonable request by management to ask that our residents pay for a service they are utilizing. We truly appreciate your opinion on your experience here at [redacted], and look forward to assisting you in the future. [redacted] Director [redacted]

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

I apologize for the inconvenience that this situation may have caused you. We appreciate your concerns and your feedback has proved to be invaluable to our community. We are taking measure to prevent the situation from happening in the future. Our preferred vendors complete their...

work to the best of their abilities and regulations. I am sorry that they did not meet your expectations and we will look into other vendor options if these issues arise again. FPI Management as a professional company has taken all the legal steps in the lease termination process at the time of your move out. Thank you. [redacted]Community Director, FPI Management, Inc.Bayside Apartments(office) ###-###-####[redacted]

To Whom it May Concern,Since I have taken over the Community Director position her at Wildflower Villas, I have worked diligently in trying to recover where the missing $350 pet deposit was posted. I have researched the current ledger with FPI Management, the prior ledger from previous management...

Sunridge that was printed in the file, and now I have contacted the prior management's software vendor Onesite/Realpage to see if they could assist us and provide a copy of the ledger. I have reached out several times through email and calls and most recently to see if I could escalate the situation.I now have possession of the ledger going back to your move in on 7/7/12. In reviewing all the ledgers, I still do not see that there was a payment posted for $350 in the form of a money order, check, or credit card payment. I was wondering if by chance you have a receipt from the prior management company or could obtain a copy of the endorsed money order from the prior management company?I understand that you have been more than patient with this situation and that you understand that it was not with the current management or staff that this occurred. We are trying to go above and beyond to show you that we want to make the situation right. I know that you would like a resolution sooner than later and I am working on making that happen. If you can see what records you might have with a receipt or a stamped money order copy that would help tremendously. Thank you,Randie Jones CAMCommunity DirectorWildflower Villas Luxury Apartment Homes

To whom it may concern,The [redacted] office staff received word from apartment 1-325 reporting noise complaints when [redacted] moved in October 2015. Apartment [redacted] lease is up on 2/29/16. A 3 day notice to perform or quit was served on 11/11/2015 to apartment [redacted] for noise...

violation during quiet hours. After being served they came in and spoke to [redacted] in the leasing office. The residents are dancers and they come home at 1-2am. They shower and do normal activities around the house after this. They had one party prior to the 3 day notice and since being served they have not played loud music or had parties. They were concerned are trying hard to ensure they are quiet. Apartment [redacted] still has concerns about about the noise which our office staff have deemed normal apartment noises. We offered for them to transfer to a top floor unit but they declined because [redacted] stated that [redacted] has issues with her parents and they want to move out to a different location altogether.The gate and entry was open due to construction and have since been fixed 12/20/15. Attached are our memos and the incident report for [redacted] and her mother. Thank you, L[redacted]
[redacted]
[redacted]

Good afternoon [redacted]-I wanted to follow up with this situation. I apologize on behalf of the staff. I understand that you are frustrated with the situation and we would like to refund 100% of the monies that you paid as requested. The holding fee was not deposited and based on your email you put a...

stop payment on it so we will go ahead and shred the check unless we hear otherwise. The application fee was deposited but we will go ahead and process a refund for this amount.I hope you find this solution satisfactory and I wish you the best in your future move to Sacramento.Sincerely-[redacted]Executive Portfolio Manager

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

Revdex.com:
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] ###-###-####

I am rejecting this response because:I am rejecting this response because: First off, the tenants name is [redacted] and we do not reside in unit #149 and the Monday after the rent was paid on June 2 is not June 6. June 6 is actually a Tuesday. This goes to show that [redacted] has no clue where the tenants live or what the names are or furthermore what days fall on certain days of the week. I was never notified that [redacted] has taken over the issue as [redacted] refuses to talk to myself ([redacted]).  No one is blaming the property for what happened to my car in the complaint that I sent to the Revdex.com. If [redacted] could actually have a civil conversation with myself then I ([redacted]) would not have to contact a 3rd party, but she refuses to do so and so does the upper management. I simply stated that I made the company aware about the issue with the break-in as there were numerous other ones that took place. I am imagining this is due to poor lighting and poor function of the gates.  The 60 days that passed was on August 6 not August 9. Its not hard for [redacted] to reply back to a simple email to keep the tenants up to date or to at least let the tenants know that she is looking into the issue, but yet as I said before [redacted] refuses to speak to myself ([redacted]). This is not acceptable for anyone to be treated like this by her. I am sure she knew that a new person took over, but she failed to communicate so I had to once again go to a 3rd party.  Once again, the tenant has the right to see where the returned check was sent back from the bank. This is because when the bank was contacted there was no proof that the check was submitted on the banks side. I am curious as to what office [redacted] went to visit to inquire about the returned check. I am also curious as to why [redacted] doesn’t admit that she sends the wrong information to the wrong tenants. Once again it shows that she doesn’t know how to manage a property and sends out the wrong information. If it was a simple error I could understand, but it is clear that she is retaliating against the tenants for filing a complaint that the property manager [redacted] and then [redacted] think it’s a joke that these issues take place. I feel its just odd that since the complaint was filed back in May because she overcharged us from the previous apartment that the money went missing for June rent and then the issue with July rent. I just want the management to be honest and own up to their mistakes. I am once again asking to have the late fees removed as they were supposed to be done by [redacted] but she is no longer at the company. Also, how can a company charge late fees without showing the tenant that the check was actually returned. To me that seems fishy, I mean the money going missing and then other things that have taken place. Something just doesn’t seem right.  Lastly the bottom of the email that was sent back from the company states "We asked for this situation to be handled outside the Revdex.com as settling this mix up will take more time through this channel than via email, telephone, or in person. At this time, [redacted] has not authorized the return of the late fee. We have to wait for his approval"how can this be when she refuses to talk to me ([redacted]) in person about the issue or even by email. I have emailed her boss [redacted] and before that [redacted] and even [redacted] and no one will email me back about the issue. Once again a simple email will help speed up the process and I feel that  I have in good faith tried to resolve my issue without a 3rd party, but it is quite impossible to do so. If the company truly cared then the company management would try and resolve the issues. Its been going on for 3 months now. How is that acceptable? So once again I am REJECTING this email from the company as I have tried in good faith to speak to them and get no response.  ALSO, I HAVE ATTACHED THE EMAIL DOCUMENT THAT [redacted] SENT WITH SOMEONE ELSE INFORMATION ON IT. ALSO I CAN SEND OVER THE EMAIL THAT SHE SENT ON THE 10TH OF JULY ABOUT THE LATE RENT AND THAT OUR CHECK WAS RETURNED BUT SHE DOESN'T MAKE SENSE WITH WHAT SHE WROTE.

To whom it may concern, I have discovered the problem after investigating this situation. We apologize that you did not receive the final document for your move out. The address that you provided on your 30-Day Notice to Vacate was different than the one listed on this Revdex.com concern. I have...

attached all of the notes per your conversations with the staff at Casitas, your final invoices, your 30-Day Notice to Vacate, and your Disposition of Security Deposit. Unfortunately, there were 10 days (8/1/16-8/10/16) in which you were rent responsible for the apartment before we received the keys that you did not pay for. This total is shown as a $394 expense on your Disposition of Security Deposit. Per the attached note from 8/10/16 you were aware there was rent due and you agreed to pay this amount. Due to these facts you are still responsible for $150.66 that was not covered by forfeiting the remainder of your security deposit. Please email [redacted]@fpimgt.com or call [redacted] to discuss an action plan to pay this debt.You will receive your new disposition of Security Deposit to the address you provided below. [redacted]  Corona , CA  92880Daytime Phone: [redacted]E-mail: [redacted]@ymail.comThank you, [redacted] Community DirectorThe Casitas Apartments

Dear [redacted],I sincerely apologize for any inconvenience these issues may have caused you. I have taken the liberty of resubmitting your move out disposition revision that now reflects the proper amounts. According to my research, You were incorrectly charged for items that did not pertain to your move...

out. You are correct, after further review it was acknowledged. The correct deductions from your security deposit were past due utilities from two billing cycles prior to your move out. I agree that that information should have been provided to you and thoroughly explained. Lastly, I would like to address the lack of communication on our part. Although it is not a valid excuse, we have gone through several staff changes and technical challenges due to our office transfer. Things may gotten lost in the shuffle. I have addressed this with the staff and have also purchased new phones to eliminate these issues further. I understand that there are several things that went array with your experience at [redacted]. My goal is to rectify these issues and to demonstrate A+ customer service going forward.Please do not hesitate to contact us if we can be of any further assistance. Thank you for choosing [redacted] and good luck with your future endeavors.Sincerely,[redacted]Community Director[redacted]

Thank you for forwarding the complaint your agency received regarding FPI Management as it relates to the complaint submitted against Waterstone Alta Loma Apartments. Please be advised that our company does follow all California laws and business practices. This is our second Revdex.com complaint with...

regards to onsite management by an individual that is not in our database as a prospective tenant or current tenant. There has not been anyone denied or turned away due to having to many occupants. Please be advised that management has followed the same practices for our employee as we would a resident at our community with regards to reasonable accommodations for a specified amount of time. The maintenance supervisor will be moving off site as of July and there will be another employee living on site. Thank you. [redacted]Community DirectorWaterstone Alta Loma

To whom it may concern,  Ms. [redacted] applied for an apartment home on June 21, 2017 and upon submitting her application she signed her Rental Deposit and Application Fee Receipt. This document was explained in full to Ms. [redacted] upon receipt of her signature and reflects an August 14,...

2017 move in date. Our office then submitted her Request For Tenancy Approval documentation to Section 8 they reported that her RFTA would expire and she would need to get a new one prior to her move in. Under no circumstances did our office cancel Ms. [redacted]' RFTA. Our office is also not permitted to cancel these whatsoever. Attached is the RDR document that was signed by Ms. [redacted] with the August 14, 2017 move in date. Thank you[redacted] Community Director[redacted]

The Senior Director, [redacted], and Portfolio Manager, [redacted], spoke with [redacted] and [redacted] on a conference call to discuss their issues that encompassed the response posted to Revdex.com and their overall issues with the property. It was acknowledged that communication could have, and should be better between the property and the residents. In addition, it was communicated that their suggestions have been relayed to the owner for evaluation and consideration. However; we expressed that we are not able to guarantee that they will be accepted. While we wish to keep [redacted] and [redacted] as residents in the community, we acknowledged their dissatisfaction and tendered an offer to vacate with no termination fee. The letter sent to these residents is attached.