Great Richmond Rentals

Thanks for bringing this matter to our attentionOur goal is to provided good communication, and documentation through the move out processUpon reviewing the charges, we clearly made a mistake with the dishwasher cleaningThis was supposed to read refrigerator, but the charges will be waived as
a courtesyWe truly apologize for this mistake
The tenant ledger is attached to show the payment history over the past couple yearsThe ledger shows that the tenant had some problems at times paying the rentSome of the outstanding charges are related to the attorney fees and court feesWe encourage the tenant to work with *** *** to resolve the outstanding balanceThe contact number is ***
If there are additional questions, please let us know
thanks

DO NOT RENT FROM THIS BUSINESSGreat Richmond Rentals, a.k.aKRS Holdings, is by far the most incompetent and unethical company I've ever had the displeasure of renting fromOver the course of the years I've lived in one of their properties, the company has failed to fix maintenance problems, lost checks, applied our checks to the wrong lease, and repeatedly inaccurately charged late and pet fees, all culminating in a court case where they tried to sue us for several thousand dollars they thought we owed them that was literally all due to their own errorsWhen I moved in, one of my roommates had been on the previous lease, but we signed a new lease and she was the only previous tenant who still lived thereAgain, we had signed a new lease and paid a new security depositThe apartment was flea infested when I moved in; for months I called and tried to get them to come out, and it took me sending pictures of literally 50+ dead fleas I had collected in a bowl and threatening to take them to court to sue for the rent I had paid to live in an unlivable apartment to get them to bring in an exterminatorThey then applied our security deposit to the charges for the exterminator and for ripping out some of the flea infested carpet (I ripped the carpet out with permission myself, the charges were for finishing the hardwood underneath)--charges that should have been covered by the previous lease's security deposit, which they did not return to the previous tenants (aka my roommate), so logically they would have used their deposit to do these things, right?
That was only the beginningI would guess that 50% of the time, we would get notices that we hadn't paid rent when we hadI would call, and they would say someone would get back to me, and no one wouldI frequently had to go into the office and talk to someone to get it straightened out; the problem was almost always that they had applied our checks to the previous leaseI would be told the problem was resolvedWe would continue to get letters that we owed late fees; included on these letters were monthly "pet charges." The previous tenants had a dog, but we had only a bearded dragon, to which the pet fees did not apply (I asked them, and checked the lease)No matter how many times we told them we did not have a pet, they would continue to attempt to charge the pet feesI moved in in Fast forward to Fall We receive a summons to appear in court for money owed to KRS Holdings (Great Richmond Rentals--they are the same company.) This was without warning, without a call from anyone at the office, after talking to them very frequently and being told that the incorrect charges were fixed, our checks were found and applied to the right lease, we don't owe any money, ETCThe money we "owed" included the security deposit that they had incorrectly applied to the previous lease! This was something I had spoken both on the phone and in person to the company aboutI was told it had been handled, and that the mistake (THEIR mistake) had been fixed, and here I was with a summons and attempted eviction for something I had been told was taken care ofIncluded in the roughly $that we "owed" were the bogus pet fees, late fee charges (one or two were valid charges that we had paid, but many were from instances when they had incorrectly applied our checks that were on timeThey applied the late fee payments that we HAD made, because if we were late then of course we paid pay the fees, to the old lease again), the security deposit, and "unpaid" rentI had to go in to the office and physically point out to them where in their books they had incorrectly applied checks and bring evidence of cashed checks they said they hadn't receivedI still can't believe that it went this far, and they actually tried to take us to court over issues that we had resolved with them several timesAt the end of it, they agreed that we did not owe them anything, and the case was dropped before the dateHowever, I have no confidence that this will not come back to bite me in the *** later in lifeI plan to get something in writing from the office that they will not come after us for anything once we move out this summerThis doesn't even get into the problems we had with the apartment itself that went unresolved, including the homeless man who lived in our parking lot, whose food trash led to a rat problem, which went unresolved for monthsIncluding the terrible construction done adding a deck and moving our door; there are visible gaps around the door, and the door itself will blow open if you don't lock the deadboltWhile they were doing the work, people would show up unannounced to do things like paint the door--I literally opened my door into someone painting it as I was leaving for workThey are required to give notice should they be coming to do work on the propertyThis is already an incredibly long winded review so I won't get into any more of the property specific problems, but know that their property maintenance is at the same level as their account managementJust this month, our rent checks were applied again to the old leaseI called and one person told me that they had not received them at all, and considering that none of our checks had been cashed I assumed they had somehow lost them between the walk from the drop box to the officeCalling back, turns out the checks were applied to the old lease againSeriously, almost years later, same problemI hope I have dissuaded you from renting with this companyIn spite of all of the problems with it, I love this apartment, but I am unwilling to continue to deal with this leasing companyIt has been a constant headache, and they have outright lied about fixing problems over and over againI don't understand how a company can be so incredibly, infuriatingly incompetent

Thank you so much for contacting us about this resident's concernsThe leasing agent was disappointed that the process was frustrating for the tenantIt took longer than anticipated to make this home habitable by the ownerIn addition, it appeared that there was a break in on the property after
the property had been made ready for move inThe resident was extremely accommodating by taking possession in the condition it was in after the break inWe will continue to work with the owner and resident to make the needed repairsIt's my understanding we are already communicating with the residentIf for some reason this is not the case, please provide feedback so that another resident relations specialist can be assigned to this matter.Thanks

I lived at one of their properties for three years with little incidentToward the end of the third year, one of pipes under the house explodedCity said it was landlord's responsibilityLandlord said it was city's responsibilityEventually got fixed (sort of) but our water bills had racked up to over $**k in the span of a few monthsAgain, city said landlord was responsible and vice versaSince nothing was being done, we gave three months instead of four months notice that we would not be re-renewing our lease** State Law says landlords have obligations to provide running water, and if not then a tenant can break a lease
Anyway, after we move out we get a bill for some cleaning services and a massive early termination fee of close to $***We were fine paying the cleaning services but obviously had a problem with the termination feeI talked to the property manager (Craig) over the phone and he agreed that if we paid everything but the early termination fee, that would b

THIS IS THE WORST COMPANY EVER!! DO NOT WASTE YOUR TIME RENTING FROM THEM KRS HOLDING HAS NO RESPECT FOR THEIR TENANTS, YOU CALL TO MAKE A COMPLAINT AND THEY HANG UP ON YOU SPEND YOUR MONEY SOME WHERE ELSE They have already been in the news for not providing hot water It's funny how a few hours after leaving court they were able to fix the hot water issue Some days I still only have luke warm water I have been living in my bedroom for almost years When I first moved in I told them that the AC would not cut off when it was in the auto mode They had some guy who looked like they picked him up from the streets come in my apt and tell me that it was the air filter and that's why the AC wouldn't cut off It took him weeks to even come and change the air filter, no note or anything was left letting me know they had been in my apt The issue was still there the air still wasn't working I tried to keep the peace and leave it alone and just deal with it Now this year in I'm still having the same issues I've complained to the rental office countless times, I've reached out to the disrespectful employees at KRS Holding and continue to get hung up on I've complained to their boss Jennifer P*** and she did nothing, I've complained to a Manager named Cindy and she promised to have it fixed by 6/11/it is now 6/20/and still the issue is not fixed I called the rental office they told me that I would need to keep my air on degrees in order for it to work properly EXCUSE ME?!?! These people DO NOT CARE ABOUT YOU YOU ARE JUST ANOTHER $$$$$ TO THEM PLEASE DO NOT WASTE YOUR TIME WITH THEM ALL OF THE "GOOD" REVIEWS ARE FROM THEIR OFFICE STAFF PRETENDING TO BE HAPPY TENANTS BEWARE OF THEM, I CAN CONTINUE FOR DAYS ABOUT HOW TRASHY THEY ARE, JUST COME OUT TO *** *** AND CHECK FOR YOURSELF!

I've been a tenant for over years in the same apartmentMaintenance hasnt fixed ANYTHINGThe ceiling in the kitchen as a hole in it and it rains in the kitchen everytime it rainsThe bathroom as we speak is flooded with waterThe water from the bathroom is running into my bedroom carpet which im sure is molded if you pull it up as this is not the first time this has taken placeIve had to have a number of tires replaced due to the 15-potholes in the parking lot which recently got fixed a month ago because I sent pictures to the newsHowever, that was a temporary fix because the parking lot is coming up againThe tree in the front of my apartment door is dead and is going to fall into the apartment at any timeI just hope im not here or in my bed sleep when it happensI've had my dog years, of those years in this apartmentIve never been informed of a pet fee, until weeks agoI was informed that I have days to pay a pet fee or be fined $More money being spe

I hope all is wellWe’re hopefully one step closer to resolving this matter with Ms*** *** and *** ***We’re disappointed that we have been unable to communicate with either party, so an attorney has been engaged to facilitate a response*** *** of *** *** **, will be communicating with Ms***KRS Holdings believes the claims made are completely falseMr*** will be sending a letter to *** *** *** ** *** *** *** *** ** ***

Thank you for bringing the individual's concerns to our attentionIt may make sense to contact our office and request to speak with a tenant relations specialist, at 804-282-Communicating on the phone may help us to more clearly understand the chain of eventsWe can then assist with a
potential solution

We really need a phone number to respond to this individualFor some reason, the individual is having difficulty contacting our officeA contact phone number would be helpful

Thank you for bringing this matter to our attentionDuring a move out inspection, our goal is to always to provide a fair assessment of the propertyIt's disappointing that the tenant does not feel that this inspection was reasonableThere are approximately pictures that show damage to the
property that will be forwarded to Revdex.comThe move out ledger will also be forwardedSome of the damage is wear and tearSome of the damages fall out of the wear and tear limitsHopefully these pictures help all parties to better understand the charges.Thanks

Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
[Provide details of why you are not satisfied with this resolution.]
Regards,
*** ***
To whom it may concern, when I read my lease, it dont say that the tenant is to obtain rental insurance at all, at this point and time, it seems like I will be taking *** *** to courtThere is no instulation over my bedroom or bathroom, I was told by the mainteance worker *** on Jan 27,that he will go up in the attic and scatter some instulation over my room and bathroom nothing was doneOn Feb 1,the mainteance worker came to my apt to pmy bedroom, he only painted one wall and ceiling, with semi gloss paintPretty much *** *** only wants to do the bare minimum or nothing at all

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
I am wholeheartedly convinced that in no way, will KRS seek to resolve this issue in any other way, than continually being non-responsive to any requests for maintenance to be performed-let alone the compensation I have requested. I have been told by Craig, Jessie and Diane (employees)--that all they can do is tell the ownerI have been dismissed, and have YET to be given the impression that this company feels any sort of accountability to providing a service, for which they advertise online, on their voice recordings, and in print.Months have been afforded--ample time for a responseANY response that feigns action and/or remediation.They are disorganized, dishonest-even with written documentation of MORE than ample time for acknowledging and remediation to begin.Jan 23rd was the initial complaint of water leaking and damageToday is May and every ceiling in my bedroom home has bubbling paint, water spots, warped walls, and so many brown spotsSo many. I've taken off work twiceI've done so in vainI have, in writing, admission of mishandling for weeks, and being given the run around, by KRS employee JessieWeeks later, I've been told the owner is awareAfter visitations from Code enforcement and citations, they are legally required to fixFloors, ceilings, walls, derelict exterior structures, and required replacement of electrical equipment that has been exposed to water damage and is a hazardous socket.KRS responds by saying they no longer like Revdex.com's practices and transparency or lack thereof?! What about my home? What about reimbursement and rehabilitate the property??I hope that *** is able to call these people out, and that someone will hold them accountable to the laws that are made to protect us!!To be at at this point--
Regards,
*** ***

Thank you Revdex.com for forwarding the information. Unfortunately your resolution rate and level of transparency does not meet our standards. We need to respectfully dissolve our relationship from the Revdex.com. We are attempting to hire a licensed mediation firm to assist us in working with residents. In the...

meantime, we will be providing an alternative source that may be able to provide better outcomes. We will reach out to the resident with possible options.Thanks

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This company has not provided and acceptable offer, has not addressed the previous presenting concerns and continues to be in violation of this tenants rights regarding the Comonwealth of Virginia code (s) 55-248.39, 55.248.13, 55.248.11.2.  These are only a few of the state statues that KRS/Craig continues to violate against this tenant.  In addition, it is apparent that KRS/Great Richmond Rental does not  offer an impartial review of any of their  Revdex.com complaints, considering that the main culprit of these improprieties  is the one who is responding to all of  the complaints (Craig).  In  reference to their presenting photos of the said drain pipes, It is evidenced that the condition of the pipes are due to KRS own neglect and lack of proper maintanance and upkeep of the office/building internal and external structure (see pictures below) while this office remained vacant  for several months/years prior to this tenants recent (June 2016) signing of lease. As substantial investigative and other evidence have been obtained from several individuals and building tenants to corroborate with this tenant and prove the condition of the offfice/paint colors( see pictures of paint cans discovered in the office and date of purchase year 2005,exact color of wall)  prior to this tenant recent occupancy of the leased office.  It is very disturbing that Craig/KRS continues to  purported unwarrented erroneous claims against its tenants without provocation or any factual burden of proof, all in what I believe to be a continued attempt to conspirer, scam and retaliate against tennants for excercising their rights.  As it it apparent through current and historical documentation/data that KRS/Great Richmond Rentals continues  to attempt  to intimidate its tenants, while fradualently attempting  to obtain aditional monies from inocent tennant for their own  malicious gain.  
Regards,
[redacted]

Revdex.com:
I have reviewed the offer and/or response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
I find it completely absurd that they are trying to paint the tenants irresponsibility with paying his rent and their complete lack of enforcement as a good thing for me by trying to say it was lucky bonus income for me. I would have gladly had a tenant who paid on time and didn't leave his pet alone 12 to 14 hours a day to use my carpet as his bathroom than the $672 that trickled in over the course of the lease. One month the tenant was so late in his payment that I almost didn't get my disbursement that month and would have had to cover the mortgage on my own. I have a feeling of the rental company was financially responsible for seeing to the repairs rather than myself, and if I had stayed with their company to re-rent to another tenant that they would see these fees differently. The downstairs carpet should have been replaced due to the damage done to the padding that can't even been seen after it was soaked in urine, however, I was unable to do that because I knew I would not be getting enough money to cover that expense even if I did get the full $1495 of the deposit. The rental company assured me that if any damage beyond that was done they would charge the tenant extra, somehow I knew they wouldn't follow through on that promise either. If that was the case then the experienced expert who walked the property and no doubt experience the smell would have seen the state of the carpet, seen in needed replacing due to the excessive urine damage and calculated the square footage of the downstairs area, along with the price to replace that amount of carpet and padding, and that amount would have been charged to the tenant?  
Regards,
[redacted]

It is rare, and very unfortunate, that KRS Holdings has this type of experience from owners of properties. Our hearts truly ache for the the way these owners feel. Hopefully these responses to these claims will clarify our stance:Claim #1 -  This company was chosen to manage a house we own. It...

was discovered by an employee of KRS (Leslie T[redacted]) that there were unauthorized occupants living in the establishment. A letter was sent to the renters by Craig W[redacted] (leasing specialist) to the renters. The renters replied that the people in question only visited from time to time, and he considered the situation rectified. After discovering that the people living at the house were not the renters who signed the lease, we were told by Craig that "they pay their rent on time", and that it was rectified. Even though there were still unauthorized occupants living there (we have pictures and evidence to support that, and neighbors who verified who was actually living there on a daily basis), and the unauthorized occupants had bankruptcy, foreclosure, dismal credit and rental history, and misdemeanor charges for theft..but KRS didn't bother investigating further.Response: The tenants had paid rent on a timely basis for the term of lease until the non renewal notice was received. Our records show that problems began at non renewal phase of the lease. Non-compliance letters were sent to the tenants. It's our understanding that the owners did not wish for the property to be vacated prior to the lease end date, and did not wish to pay for the unlawful detainer process which would include a trial.Claim #2 - We asked for monthly property investigations at our expense, and were discouraged from doing so as we were told by Craig W[redacted] that the people living there found it offensive. The renters were given six months notice by us, that their lease would not be renewed. They skipped on last months rent, didn't move out until 2 weeks after their lease ended, and trashed the house to a grand total of *K at our expense.Response: KRS Holdings suggests no more than quarterly inspections on a property in which a tenant pays on a timely basis. It appears many of the problems occured when the owner requested a non renewal notice be sent to the tenants. It is not uncommon for this transition period to become strained. According to the 160 pictures documenting the condition of the property, we believe the condition is a heightened level of wear and tear. We did see the wear and tear as negligent. In addition, our tenant ledger does not match the owner's damage claim.Claim #3 - We had to drive by and inspect the outside of the house, and report any findings to KRS, as they never once checked on the property on their own.  Response: It appears they we inspected the home 9 times over the term of the lease. This works out to approximately 1 time per quarter. The owner paid for these inspections, and we provided feedback.Claim #4 - The communication with KRS is unacceptable. It was like pulling teeth to get any answers from them, and to get them to do their job.Response: This comment is disappointing. Based upon our records, the response times varied between 3 minutes and 24 hours. It also appears we spent time arranging face to face meetings in our office with multiple individuals. The team that worked with these owners are disappointed that the owners feel the way they do. They really attempted to please these owners throughout the relationship.Claim #5 - And we were told verbatim, by Craig W[redacted] that KRS mostly manages apartment buildings, and they do not have the "manpower to manage single family homes".Response: We believe this statement was a misunderstanding. **% of our clients own single family homes, and we service over 1,000 single family homes in [redacted].Claim #6 - We were told the lease signers will not pay, and the issue has gone to KRS' attorneys...which can take months to years to be reimbursed.Response: There is a collections process when tenants do not pay an outstanding balance. It takes time for the legal process to work. Sometimes it's months. Sometimes it's years. KRS Holdings believes the attorney it uses does an incredible job of collecting outstanding balances.Again, it's truly disappointing that this relationship ended on a bumpy note. KRS Holdings feels it provided a qualified tenant that paid on a timely basis for multiple years until the last two months of the lease. KRS Holdings also feels it provided timely responses, and good feedback when the property was visited.

I really hope this is read by a future tenant and by CRAIG and his staff. CRAIG is so disrespectful and uncaring it's ridiculous. I moved to [redacted] over a year ago and I've had problems with bugs, things not being fixed, no air conditioner, water damage by a busted water heater upstairs which of course trickled to destroy my things downstairs, molded fridge to where I couldn't buy groceries for almost 3 weeks! Then when I kept calling they took their sweet time coming. It was so bad the guy told the office it was just sticker residue, which was ridiculous and he knew it because when I came back home from work it was a green bottle of mildew remover on my counter but I was treated by the office as if I was lying about the mold. When my upstairs neighbors water heater busted, I called the Office 4x for emergency help and even threatened to call the police because the water was so overwhelming from my closet and bathroom that I was afraid of the apartment floooding. This female (and I use this term loosely) just shrugged me off and first said someone will look at it tomorrow then later said she will let them know because they are off today, lady seriously? It took TWO other neighbors to call in because water was leaking into their apartment too. My air conditioner didn't work and was replaced almost THREE weeks later without the proper sealing so bugs, centipedes, little frogs and spiders entered as they pleased. I promise I'm not making this up when I said frogs. Its a lot of them in the grassy areas behind the complex so imagine my nerves when I seen something hopping in the dark or low light, not very happy I assure you. I've called so much that one lady actually huffed on the phone and knew my name saying "Is This Ms. H[redacted]?" before I stated it so imagine how many times I had to call and was still unsuccessful getting things done. The list goes on and on with what's so wrong with this company that you might be reading for days. So to give you my latest encounter, I called to inform I'm terminating my lease in March 2016 and this [redacted] CRAIG had the nerve to say, "We'll that's great!" I asked what do you mean 'that's great' but he then rambled on as if he didn't hear me then hung up like the coward he is when I asked a 2nd time. I don't understand why he even has a job. So FYI Beware!

Our goal at KRS Holdings is to provide an incredible outcome for both our owners and our tenants.  This is our first complaint from an owner in several years, and we’re disappointed that the owner has been frustrated by their introduction into the business of renting their home.    In...

reviewing the underwriting for the tenant in question, we found that he was a very strong applicant with a 6 figure income and an attractive FICO score, with no red flags in his rental history.  In our experience, tenants who meet these criteria have a greater than 98% compliance rate with lease terms.   The monthly leasing rate for this property was $1495, and though he paid in full he did have a habit of paying after the due date, which cost him additional late fees for 9 out of the 12 months of the lease, resulting in additional income of over $672 to the owners.  The tenant paid a non-refundable pet deposit that was disbursed to the owners’ account at the beginning of the lease as well as monthly pet rent, per the lease.  This, combined with the late fee income, the security deposit forfeit and monthly pet rent equates to over $1,700 in extra income above the lease amount received by the owners.  Regarding the move out charges and disposition of the security deposit, we understand the owner’s frustration.  Many times new landlords assume that the tenant should fund all costs associated with  preparing a property for the next renter, when in fact there are portions of the turnover process that are business expenses that all owners must bear between tenants.  Damages can be assessed for things that are above and beyond normal wear and tear, and there are industry guidelines of how much is appropriate.  Our inspector has viewed over a thousand properties in his decades of experience, and is truly an expert on what can and cannot be charged against a tenant’s security deposit.  In this case, over $600 of damages were assessed on top of the pet security deposit the owners got at the start of the lease, but we cannot charge the tenant for materials and equipment required to perform the work.  Those are business expenses not attributable to the tenant. We have initiated a refund of the inspection fee and filter costs as requested by the owners.  Again, we sincerely regret that the owners feel the security deposit process is so restrictive, but we are obligated to follow the law and professional guidelines for how they are disbursed, and we respectfully disagree that the move out inspection performed by our expert was incorrectly handled.  As the balance of the security deposit was returned to the tenant, as we were obligated to do, we cannot disburse it to the owners.

Thank you so much for contacting us about this tenant's concerns. Our goal is to always create great experiences for both: 1.) the owners of the properties that are managed by KRS Holdings and 2.) the tenants that live in the properties. We truly believe our owners wish to provide great experiences...

for the residents as well. This particular owner will be meeting next month for a review. The resident's concerns will be communicated at that time, as well as the resident's concession request. In the mean time, a request to the owner to make any outstanding repairs will be made.Thank you Revdex.com for allowing KRS Holdings to uphold our corporate mission to make a positive difference in the lives that we touch.

Thanks for bringing the tenant's concern to our attention. We are aware there have been multiple arguments with the neighbors. Currently the tenant with the complaint has a writ for possession. This means the tenant may be evicted at any time. We do not have other property owners at this time that...

are willing to accept tenants that are in the eviction process. If the tenants can pay their rent on a timely basis for 12 months, we will be able to transfer them to a different property. I hope this information is helpful.Thanks