Golden Realty and Management

Bad business practiceProperty management placed ineligible tenants into my home, who did not meet income requirements The person listed as "tenant" in the rental agreement did not even live in my rental propertyThe tenants who are "authorized to occupy" did not meet Financial income requirements to live in my rental property and as such the eviction process had to be done after the first full month of unpaid rentThe pipes in my home suspiciously began to burst causing a flood each time rent was dueI have owned the property for years without ever having a floodThe tenants also did damage to my property and property management did not agree with me on the damages tenants are responsible forProperty management was not working on my behalf

This is arguably the worst property management/leasing company I have ever come in contact withThe property managers are rude and the staff as a whole, with the exception of someone named ***, show very little regard for the livability of the homes they rent When I moved into the home rented from Golden Realty, it had not been cleaned, the yard had 16inches of growth, and there were many things in sub-par conditionThe level of mold inside the fridge and it's failure to cool made it unusableWe had to bungie tie the door shut and waited over two weeks from our modate before the fridge was finally replaced When we moved in, under the sink in the kitchen was floodedWe also waited over weeks for that issue to be remediedWe have continued to have leaking issues The hood over the stove was in such disgusting condition, that even after hours of attempting to clean it myself, it was still such a health hazard, that I didn't feel comfortable using our stovetopGolden Realty refused to replace it and argued that the maintenance person they would send could remedy the layers of grease on itThey only finally replaced the hood when it fell down because it had been installed incorrectly! When I initially confronted the company about the level of uncleanliness and issues with the major appliances, I was informed by the property manager, named ***, that they do not have the homes deep cleaned and that all they would be willing to offer us was a $cleaning credit since the home wasn't "clean enough for your standards." It took my family and I over hours of cleaning ourselves to get it to a place that we could move inThat "credit" was offset by the many fees Golden Realty charged us when my boyfriend accidentally entered digit of his credit card number incorrectly on their online payment portal for our first payment They offered no discount for the weeks that we were without use of our stove, fridge or kitchen sinkThey did send someone to mow the grass in the front yard that was left overgrown, but left us to care for the bushes and back yard even though they had not maintained it at all since the previous tenants had vacated This company treats people poorly and to call it's manner of operation unethical is an understatementI resent that my rent is going towards supporting such a business and if I could afford to move and break the lease, I would have already

Excellent brokerage and property management company; they have managed my properties for the last years, until I sold themImpeccable service, always taking care of everythingI recommend them highly

This is arguably the worst property management/leasing company I have ever come in contact withThe property managers are rude and the staff as a whole, with the exception of someone named ***, show very little regard for the livability of the homes they rent
When I moved into the home rented from Golden Realty, it had not been cleaned, the yard had 16inches of growth, and there were many things in sub-par conditionThe level of mold inside the fridge and it's failure to cool made it unusableWe had to bungie tie the door shut and waited over two weeks from our modate before the fridge was finally replaced
When we moved in, under the sink in the kitchen was floodedWe also waited over weeks for that issue to be remediedWe have continued to have leaking issues
The hood over the stove was in such disgusting condition, that even after hours of attempting to clean it myself, it was still such a health hazard, that I didn't feel comfortable using our stovetopGolden Realty refused to replace it and argued that the maintenance person they would send could remedy the layers of grease on itThey only finally replaced the hood when it fell down because it had been installed incorrectly!
When I initially confronted the company about the level of uncleanliness and issues with the major appliances, I was informed by the property manager, named ***, that they do not have the homes deep cleaned and that all they would be willing to offer us was a $cleaning credit since the home wasn't "clean enough for your standards." It took my family and I over hours of cleaning ourselves to get it to a place that we could move inThat "credit" was offset by the many fees Golden Realty charged us when my boyfriend accidentally entered digit of his credit card number incorrectly on their online payment portal for our first payment
They offered no discount for the weeks that we were without use of our stove, fridge or kitchen sinkThey did send someone to mow the grass in the front yard that was left overgrown, but left us to care for the bushes and back yard even though they had not maintained it at all since the previous tenants had vacated
This company treats people poorly and to call it's manner of operation unethical is an understatementI resent that my rent is going towards supporting such a business and if I could afford to move and break the lease, I would have already

Bad business practiceProperty management placed ineligible tenants into my home, who did not meet income requirements
The person listed as "tenant" in the rental agreement did not even live in my rental propertyThe tenants who are "authorized to occupy" did not meet Financial income requirements to live in my rental property and as such the eviction process had to be done after the first full month of unpaid rentThe pipes in my home suspiciously began to burst causing a flood each time rent was dueI have owned the property for years without ever having a floodThe tenants also did damage to my property and property management did not agree with me on the damages tenants are responsible forProperty management was not working on my behalf

This place is horrible. That [redacted] person that they are taking about is rude and treat people like they are dirt. They never fix things and when they do, you will be sure to receive a charge for it in some way. They lie and make up things to get your money. They prey on the helpless people like young mothers who are already struggling to make it with no mercy. What kind of person is this lady? I have an electrical problem in my home. I have to call each month to have someone come out because I don't have power in my house. I have a young daughter and I am concerned for her safety. I was told that I would have to go out and trip the box each month to get my things to work. They send an electrician out to fix the problem on several occasions. I don't feel safe checking the box each month, but was told that it was in my lease agreement. I am being charge a fees for services because Mrs. [redacted] stated that I had too many appliances pulled up and it trip the breaker. I have no appliances to plug up and I told her that. I don't even have a microwave. I only have a washer and drier.Iwould think that it would be ok to have those plugged up. This lady is so rude and not perfessional at all. I think it is the landlord responsibity to fix and repair things and not charge tenants.Desired SettlementI would like to stop being charged for things that I have no control over, and things fixed in a timely mannner, and be treated with respect. Treated like a humam, and not like some person on the street. I would also like to have the history of the house, if it had an electrical fire.Business Response Tenant's are responsible for the terms and conditions of their lease agreement. Our job, as the property manager, is to make any necessary repairs to the home, on any appliance or system that is not working. Our job is also to make sure that the tenant upholds their lease obligations as well.Tenants that rent single family homes and town-homes have many responsibilities as per their lease agreement and maintenance addendum. Some of these responsibilities include changing their own light bulbs, air filters and resetting tripped breakers as needed. These may be different than the responsibilities required in an apartment lease. All responsibilities are explained to any prospective tenants before the lease is signed and they sign the lease and maintenance addendum accordingly, agreeing to these terms and conditions.Also, as part of the lease agreement and maintenance addendum, if a tenant makes an appointment with a vendor to repair an item in their home and then they are not home for their agreed upon appointment time, the workers time will be charged to them. We have reviewed any concerns related to charges and confirmed that both of these charges are clearly listed on the lease and maintenance addendum as tenant's responsibility. We use the [redacted]

Bad business practice. Property management placed ineligible tenants into my home, who did not meet income requirements.The person listed as "tenant" in the rental agreement did not even live in my rental property. The tenants who are "authorized to occupy" did not meet Financial income requirements to live in my rental property and as such the eviction process had to be done after the first full month of unpaid rent. The pipes in my home suspiciously began to burst causing a flood each time rent was due. I have owned the property for years without ever having a flood. The tenants also did damage to my property and property management did not agree with me on the damages tenants are responsible for. Property management was not working on my behalf. Desired SettlementI would like a refund for listing my property and finding tenants. As well as a refund for the charge for using the company's private contractors as the work was sloppy and I had to repay another one of their contractor's for the same work to be redone. Also, I deserve the equivalent of one month's rent, for lost rental income.Business Response Contact Name and Title: [redacted] -Prop.Mgr.Contact Phone: [redacted]Contact Email: [redacted]Complaint:"Property management placed ineligible tenants into my home, who did not meet income requirements."Response:Leaseholder met our qualification criteria that the owner agreed to up front in our mutually agreed upon and signed management contract. Our qualification criteria can be found on pages 2-3 of the Property Management Agreement Addendum.Complaint: The person listed as "tenant" in the rental agreement did not even live in my rental property.Response:The leaseholder applied as a guarantor for the permitted occupants and was present at the property during several of our many visits to the property. Complaint:"The tenants who are "authorized to occupy" did not meet Financial income requirements to live in my rental property and as such the eviction process had to be done after the first full month of unpaid rent." Response:Leaseholders are fully responsible for the lease agreement. Occupants agree to abide by rules and regulations put forth by the lease agreement, but are not financially responsible. We confirm that permitted occupants meet our criminal background requirements, however, since they are not financially responsible for the lease agreement, they are not required to qualify financially. Tenants moved in mid-February and paid prorated rent and their security deposit in full with certified funds, as required. Before the rent deadline for March, there was a severe plumbing leak that caused both the water and the electricity to be turned off for several days until water could be extracted and the plumbing repairs could be made. Tenants could not live in the home without these utilities and informed us they were staying in a hotel until the property was habitable again. Due to this expense, they were unable to pay rent, even after home was habitable again. To protect the owner, we filed for eviction. The tenants were able to pay their entire balance, which included next month's rent, before eviction was fully carried out. They paid their entire balance, including their next month's rent via certified funds. Complaint:"The pipes in my home suspiciously began to burst causing a flood each time rent was due." Response: We have more than one licensed plumber on record that has stated that the pipes in the home are made of polybutylene/Quest pipes. Based on the reports from the plumbers, the age of these pipes, along with the failing plastic fittings are causing these leaks in the home. The most recent plumber that was sent out by the Owner's home warranty company (at the direction of the owner) informed us that "our recommendation to American Home Shield was to replace the pipes throughout due to the condition and likeliness problems would crop up in the future." Tenants had to ultimately be allowed out of their lease and relocated due to the home being uninhabitable with the re-occurring plumbing leaks that caused extensive damage to the tenant's personal property during each occurence.Owner informed us that she would not be replacing all the pipes/fittings throughout, as recommended by the most recent plumber that investigated the issue. Owner stated that she could only do the minimum necessary repairs to fix the most current issue and "hopefully the repairs stand up". We informed her that we could no longer offer the home for rent to a new tenant, knowing that there is an underlying plumbing issue. The underlying plumbing issue is now considered a material fact with this property, whether she decides to sell or rent the home. Complaint:"I have owned the property for years without ever having a flood." Response:During our initial walk through of the property, at the beginning of our management, we noted various water staining from previous leaks in the kitchen and living room ceilings of the home (pictures attached). These are the same general areas that the leaks occurred while the tenant was in place. The owner did not provide any explanation for the previous leaks, nor did she mention any previous plumbing concerns. She did authorize and pay for the ceilings to be painted, along with the other turnover repairs that were needed to get the property ready to rent.Complaint:"The tenants also did damage to my property and property management did not agree with me on the damages tenants are responsible for."Response:It is unlawful to charge the tenants for pre-existing conditions, or items that are considered "normal wear and tear". With our extensive experience in accessing tenant damages, we understand what you can legally charge tenants for and what is considered normal wear and tear. We noted a couple of actual tenant damages to the home that we offered to coordinate repair of and deduct from the tenant's security deposit, in accordance with NC Tenant Security Deposit Act (N.C.G.S 42-52). We informed the owner that if she intended to charge the tenants for additional repairs that fall under "normal wear and tear", we would no longer be able to assist her with this transaction and that the security deposit would be transferred to her for her to assess/disburse directly. She chose this option, our contract was terminated and security deposit transferred to owner. Complaint:"Property management was not working on my behalf."Response:In our 7 months of management, we have truly gone above and beyond to assist this owner in the management of her home. Due to the age and condition of her home, there have been many repairs that have been necessary during the time of our management. During our decade of property management experience, we have never seen a property in need of so many repairs. Again, these are plumbing leaks, electrical issues, etc. The City of Raleigh inspected the home and cited the property for having multiple violations that needed to be addressed in a tight timeline. We diligently updated the owner and coordinated all repairs on her behalf, including several after-hours and weekend emergency calls and countless trips to the home to ensure repairs got done and we passed inspections. We consulted with our own attorney several times, at our own expense, to ensure we were handling everything lawfully and in the owner's best interest. I can honestly say I'm not certain we could have done anything more to satisfy this owner, or provide better management of her home. Desired Resolution 1: "I would like a refund for listing my property and finding tenants."Response:The Leaseholder met our agreed upon qualification criteria that we agreed to upfront in our signed management contract. Therefore, no refund will be issued. Desired Resolution 2:"As well as a refund for the charge for using the company's private contractors as the work was sloppy and I had to repay another one of their contractor's for the same work to be redone."Response: We do not have any "private contractors". We use locally- owned and fully insured companies for any repair work at all of our properties. We obtained 2 estimates for the owner for the repairs that were needed to get the home ready for the rental market. The owner chose the specific vendor she would like us to use via email on 10-30-15. We coordinated with the vendor to make sure they had access to the home and that repairs were completed in a timely manner. We updated the owner throughout the entire process. We also verified repairs were complete before paying the repair bill in full. There were 2 repairs that were made during the turnover (closet shelving and toilet repair) that eventually needed replacement to resolve their issue completely. The toilet was tested after the initial repair and was working normally. The closet shelving was secured and in place during our final walk through. Once the tenant moved into the home and began to use both regularly did it become apparent that both needed replacement. We did not recommend full replacement up front, because the repairs seemingly resolved the issues, as we do everything we can to save our owner from unnecessary expenses. This was explained to the owner on February 29th in full detail and she gave us permission to go ahead and replace both items.Desired Resolution 3:"I deserve the equivalent of one month's rent, for lost rental income." Response:There was no loss of rental income caused by our firm, or the tenants. It is unlawful to charge a tenant for rent while the property is uninhabitable. Owner can contact her Homeowner's Insurance Company to see if they would cover loss of rents in a situation such as this, since the reason for loss of rents has to do with the property being uninhabitable, rather than the tenant simply not paying rent. Consumer Response 1. I was lead to believe that the person listed as "tenant" would actually be living in my home. I was only informed after we started the eviction process that this person was actually the "cosigner" and was told by the Property manager that she would not be helping out the occupant, "she needs to take responsibility for once". 2. Had I been informed that a cosigner was needed prior to me approving the lease I would have not allowed these people to move into my house.3. The rent is considered late and incurs a late fee by the 5th of the month. I was told there was a "leak" that later turned into a "flood" on March 6th. By this time the rent was still not paid. I was informed by more than one neighbor that someone was always living in the house. The receipts and description of repairs on the water mitigation (which began immediately) receipts even identify as fans being "turned off by an unknown person" when they came out to check the fans that were in place. Furthermore, this work was started on 3/6/16 through 3/8/16. The power was not off. A plumber was dispatched 3/6/16 and the leak was stopped.3. I have owned the property for years, there have been small leaks here and there by never a leak that was considered a "flood" (1/4 inch of water) that damaged any of my belongings or that has required the amount of repairs that I've had to pay for within the short time frame the tenants occupied my home. Furthermore, I have never used a plumber from nor do I have a contract with American Home Shield. When speaking with my Home owners insurance I was told there is no documentation to support the house is uninhabitable, and the property managers cannot make such a claim. I also have a certificate of completion from the City of Raleigh that states my house is habitable. My home warranty company said they sent out an additional technician to evaluate the plumbing and believes the repairs to be adequate.4. The tenants violated the lease by smoking in the home. As soon as you enter the home you can smell cigarette smoke. There are cigarette burns in carpet in an upstairs room and I found some type of cigar on the ledge in the master bedroom. The property manager and her assistant walked through the home with me and stated they only smelled cigarette smoke upon entering the house but they didn't believe they could smell cigarette smoke upstairs. The property manager stated "if this goes to court I can't say I would back you on this, because I really can't smell it upstairs". I got quotes for an ozone treatment that costs roughly $250, but they don't agree that I can deduct that portion from the security deposit. I also paid to have brand new counterops put in the kitchen and all bathrooms. The right hand edge of counter top was damaged and the Property manager told me "You can just glue this back on, that can be done for ten bucks". I was given a quote of $30 to repair that piece. The property manager also told me "If it will keep us out of court, I'll pay the ten dollars". I felt like I was being talked down to and that the property manager did not have my best interest in mind. 5. There have been multiple times that the property management was informed that I have a home warranty and to please utilize them for any plumbing or electrical issues as there is only a $60 service fee. My home warranty is equipped to deal with emergencies but on more than one occasion I was pressured to use vendors from the Property management, stating we had "very tight time constraints and it will take to long for your home warranty company to send someone out". I live out of state and work. I trusted that the property management was taking care of my home.6. Repairs that I have paid for like having the linoleum above the shower removed, mud applied and then painted, never happened. The contractor just painted right over the linoleum. I was charged $45.00. I paid 1500 to have the entire house painted, but in the master bedroom, there is gray paint on the ceiling from where the contractor painted over the linoleum. The paint job was done sloppily. I paid to have a closet door repaired in an upstairs bedroom, but they failed to paint behind the door where there was drawings, that's poor attention to detail. Initially, I paid $4700.00 to get the house move in ready, and what I see doesn't add up.6. I contacted my home owners insurance for "rental loss" and was told by my home owners insurance that I could not collect, because there is no supporting documentation that the home is inhabitable. There is running water and electricity is on and the city did not condemn my home. It is important to note: The tenants reported another leak on 3/20/16, the day they were moving out and contacted the city of Raleigh and had the water shut off. I arrived at the home that evening and there was no evidence of a water leak anywhere. 5/21/16 I had an emergency plumber assigned by my home warrant take a look. We turned on every faucet and shower in the home and could find no such leak. That emergency trouble call by the plumber cost me $60.Final Business Response Complaint: I was lead to believe that the person listed as "tenant" would actually be living in my home... Had I been informed that a cosigner was needed prior to me approving the lease I would have not allowed these people to move into my house.Response: Leaseholder met our qualification criteria that the owner agreed to up front in our mutually agreed upon and signed management contract. Our qualification criteria can be found on pages 2-3 of the Property Management Addendum. The leaseholder applied as a guarantor for the permitted occupants & was present at the property during several of our many visits to the property. They were legally responsible for the lease agreement. Complaint:The rent is considered late & incurs a late fee by the 5th of the month. I was told there was a "leak" that later turned into a "flood" on March 6th. By this time the rent was still not paid. Response: Rent is due on or before the 1st of each month, & considered late if it is received after the 5th. On March 5th, there was a severe plumbing leak that caused part of the ceiling to cave in. They were without water from the evening of March 5th until the pipe was repaired on March 7th. Tenants informed us that they were staying in a hotel until they could live in the home again. Rent cannot be charged during the time period that a home is uninhabitable. Complaint: The receipts & description of repairs on the water mitigation (which began immediately) receipts even identify as fans being "turned off by an unknown person" when they came out to check the fans that were in place. Response: The extraction company was dispatched immediately to protect the owner's property & prevent moisture issues. The carpet extraction company informed us that it would take 2-3 days for the flooring to dry out. One of the occupants turned the fans off temporarily, however the flooring still was dried completely within the estimated timeframe. Complaint:I have owned the property for years, there have been small leaks here and there by never a leak that was considered a "flood...Response: We have more than one licensed plumber on record that has stated that the pipes in the home are made of polybutylene pipes. Based on the reports from the plumbers, the age of these pipes, along with the failing plastic fittings are causing these leaks in the home. Complaint: Furthermore, I have never used a plumber from nor do I have a contract with American Home Shield. Response: Owner had a warranty contract with First American Home Warranty, which we dealt with many times during our management to address repairs. Complaint: When speaking with my Home owners insurance I was told there is no documentation to support the house is uninhabitable, and the property managers cannot make such a claim. Response: We refer to the standards for "habitability" & Landlord's Statutory Duties that can be found in NC General Statute 42-42(a). Complaint: I also have a certificate of completion from the City of Raleigh that states my house is habitable. Response: Our company coordinated all repairs that the City required & also met the housing inspector out there several times to ensure the property passed inspection. This inspection was, however completed before the second leak happened on May 6th. Complaint: My home warranty company said they sent out an additional technician to evaluate the plumbing and believes the repairs to be adequate.Response: We are happy to hear this news & hope they are correct. Complaint: The tenants violated the lease by smoking in the home. As soon as you enter the home you can smell cigarette smoke. There are cigarette burns in carpet in an upstairs room & I found some type of cigar on the ledge in the master bedroom. The property manager and her assistant walked through the home with me & stated they only smelled cigarette smoke upon entering the house but they didn't believe they could smell cigarette smoke upstairs. The property manager stated "if this goes to court I can't say I would back you on this, because I really can't smell it upstairs". I got quotes for an ozone treatment that costs roughly $250, but they don't agree that I can deduct that portion from the security deposit. Response: We only smelled smoke odor around the front door only, where the tenants may have been smoking outside. There were some type of very small burns in the carpet, which we informed the owner that we could charge the tenant to repair. Or, if the carpet needed to be replaced, we could charge the tenant a portion of replacement cost. Complaint: I also paid to have brand new countertops put in the kitchen & all bathrooms. The right hand edge of counter top was damaged and the Property manager told me "You can just glue this back on, that can be done for ten bucks". I was given a quote of $30 to repair that piece. The property manager also told me "If it will keep us out of court, I'll pay the ten dollars". I felt like I was being talked down to and that the property manager did not have my best interest in mind. Response: The owner is referring to a flexible trim piece on the end of the countertop that could easily be caught in someone's shirt, etc. as they walked by. In good faith we would have paid to have this repaired to prevent the tenant from being charged for items that we considered to be normal wear & tear. Complaint: There have been multiple times that the property management was informed that I have a home warranty & to please utilize them for any plumbing or electrical issues as there is only a $60 service fee. My home warranty is equipped to deal with emergencies but on more than one occasion I was pressured to use vendors from the Property management, stating we had "very tight time constraints & it will take to long for your home warranty company to send someone out". Response: We used the owner's warranty company as often as we could (several times). Often, the warranty company could not get a vendor out to the property for several days at a time, even in case of emergencies. The owner agreed to our policy regarding home warranties, which is found on page 3 of our signed Management Agreement Addendum & states "As emergency repairs need to be remedied as quickly as possible, in some cases we might not be able to use the home warranty, but we will always try our best to facilitate using the warranty company first" Also, on page 2 (para. 5g) of our Management Agreement it states, "...in the case of an emergency, Agent may, without prior approval, make whatever expenditures on behalf of Owner that are reasonably necessary to preserve the Property or prevent further damage from occurring;" Complaint: Repairs that I have paid for like having the linoleum above the shower removed, mud applied & then painted, never happened. The contractor just painted right over the linoleum. I was charged $45.00. Response: The owner hired us to obtain estimates for the turnover repairs. Item #31 on the turnover list was "Master bathroom linoleum needs to be relayed or replaced". During our final walk through, linoleum was relayed (secured & was no longer pulling up) & painted over during the turnover. The vendor charged $40.00 for this. Complaint: I paid 1500 to have the entire house painted, but in the master bedroom, there is gray paint on the ceiling from where the contractor painted over the linoleum. The paint job was done sloppily. I paid to have a closet door repaired in an upstairs bedroom, but they failed to paint behind the door where there was drawings, that's poor attention to detail...Response: The contractor that the owner hired was to paint all the walls/trim & interior doors as well. The door in question is a sliding closet door, which you can step into & close the door to see the back side. We missed doing this during our walk through & apologize for this oversight. Complaint: The tenants reported another leak on 3/20/16, the day they were moving out & contacted the city of Raleigh & had the water shut off. I arrived at the home that evening & there was no evidence of a water leak anywhere...Response: The tenant believed there was a leak & reported this to our office. The tenant could have been mistaken, but as per their lease they are to report any possible leaks to our office.