Great Richmond Rentals

Thanks you for alerting us to this complaint. Our goal is to...

provide incredible customer service to both owners of properties and the tenants that reside at these properties. We respectfully disagree with the resident's claims, and have engaged counsel to defend the firm's position. This specific owner has been committed to providing a quality product for many years, and is equally disappointed and disagrees with these claims.

I spoke with [redacted] from the business and he stated that since the consumer does not have rental's insurance, personal belongings would the consumers responsibility.

Thanks you for alerting us to this complaint. Our goal is to provide incredible...

customer service to both owners of properties and the tenants that reside at these properties. We respectfully disagree with the resident's claims, and have engaged counsel to defend the firm's position. This specific owner has been committed to providing a quality product for many years, and is equally disappointed and disagrees with these claims.

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.
My issue was not resolved because the company denies having any knowledge of ever advertising a water utitily for this property when as you can see in my attatchment with this response that clearly that is not the case. To address the fact that because I rented previously from another company who maintain this property does not justify the false advertising and misleading ads by the current company and I would like to see a reasonable resolution that krs holdings honar its advertising. 
Regards,
[redacted]

This company contacted me in reference to renting an apartment. They said that they had a nice place that I could rent for the amount that I was going to rent for a room. Their initial price was 430.00 I was instructed to complete an application and pay 40.00 application fee which I did and was told that I was approved. I scheduled a time to meet with (Reece ) and I found the location which did not look well kept but I reserved judgement until I saw the inside of the apts. He was 20 minutes late, he could not unlock the apartment that he wanted to show me so he showed me one that had been recently vacated and it smelled foul, was roach and rat infested as there was a stench and droppings throughout the apartment, I told him I had seen enough but he insisted that I see another apt. which he could not unlock so he pushed open the window and told me to look inside and it had the same stench but was carpeted and also not cleaned. He then wanted to show me another apartment and he got the door opened and the roaches entered the apartment from the outside so I knew they were at home and the stench was so bad I could not enter. I asked for 545.00 if there was anything else he could show me that was more suitable and he said no. I said, well call me when you get a place completely finished and he said well we will need a deposit before we can show you another apartment. I cannot see another apt. and my 40.00 is gone.

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the offer 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.
While I appreciate the company responding to me in a timely fashion, I would like to respond to a few claims that were made in the company letter.1) Yes, technicians came out twice.  Each visit was from a different employee.  The reason I had to call the second time was because the first employee did not look at what I asked for, and instead fixed something that I did not express any discontent with.  I briefly spoke with the first employee - I was studying for [redacted] final exams in my room for the duration his visit.  I let him in, and knew he went to [redacted] for a part, but did not spend any actual time conversing with him.  I was very clear with the second guy (although I did not yet know I would be charged for the first visit, I was displeased that the problem was not fixed the first time) and he actually checked out the water pressure, as was my initial request.If I called for the company to service an electrical outlet next to my TV (i.e., my TV does not work due to the electrical outlet near it), it seems ludicrous to me that someone would pull apart my TV and begin working on it.  This is the same sort of situation.  The only reason I mentioned the washer in my call was so that they had a reference point for when they inspected the water pressure, as that was what was most noticeably affected.  2) I was never, ever, ever alerted to any charges being made for the first maintenance visit.  It was also never verified with me that a) they were even mailing an invoice, or b) that I ever received it.  It came as a surprise in the mail one day, and I immediately called the company.  So yes, it was absolutely 100% added to the account without notifying the tenant.  If you can provide physical proof that this is not the case (read: not a "supervisor claim"), then I would be thrilled to look at it.  If not, the burden of proof lies on the company to come up with some sort of evidence that I either requested this service or that I knew that I would be charged.I have been a loyal, respectful, and responsible tenant - that has never made a late payment - for multiple years now; I am not sure why the company seems to think that I am simply trying to weasel my way out of a charge.  At best, maintenance was taking short cuts and did not properly communicate; at worst, it was a deceptive action by the company.I genuinely like all of the maintenance staff I have worked with and am not seeking to get anyone in trouble.  However, I do expect a reasonable effort to be made in verifying services that I am responsible for - and since no effort was made in this situation, I am seeking a refund or credit on the $78.00 I have paid.
Regards,[redacted]

DO NOT RENT FROM THIS BUSINESS. Great Richmond Rentals, a.k.a. KRS Holdings, is by far the most incompetent and unethical company I've ever had the displeasure of renting from. Over the course of the 3 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 errors.
When 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 there. Again, we had signed a new lease and paid a new security deposit. The 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 exterminator. They 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 beginning. I would guess that 50% of the time, we would get notices that we hadn't paid rent when we had. I would call, and they would say someone would get back to me, and no one would. I 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 lease. I would be told the problem was resolved. We 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 fees.
I moved in in 2013. Fast forward to Fall 2015. 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, ETC. The 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 about. I 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 of. Included in the roughly $3000 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 time. They 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" rent.
I 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 received. I 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 times. At the end of it, they agreed that we did not owe them anything, and the case was dropped before the date. However, I have no confidence that this will not come back to bite me in the [redacted] later in life. I plan to get something in writing from the office that they will not come after us for anything once we move out this summer.
This 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 months. Including 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 deadbolt. While 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 work. They are required to give notice should they be coming to do work on the property. This 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 management.
Just this month, our rent checks were applied again to the old lease. I 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 office. Calling back, turns out the checks were applied to the old lease again. Seriously, almost 3 years later, same problem.
I hope I have dissuaded you from renting with this company. In spite of all of the problems with it, I love this apartment, but I am unwilling to continue to deal with this leasing company. It has been a constant headache, and they have outright lied about fixing problems over and over again. I don't understand how a company can be so incredibly, infuriatingly incompetent.

The number to our firm is 804-282-1877. There are individuals that answer the phone from 9-5 Monday through Friday. There is a live answering service for all other hours. We're more than happy to either research the attempted calls, or return a call. Just provide contact information for the tenant and we can  set up a meeting with a tenant relations specialist.
Thanks!

The customer was provided additional information regarding this move out inspection.

Thank you for alerting our firm to this tenant's claim. We are aware of the complaint. We disagree with the assertion, and have engaged counsel to litigate. Please remove any information related to this case.

I would just like to warn everyone-STAY CLEAR OF THIS COMPANY!-- 4 years later I get a bill from an attorneys office in regards to a debt with KRS holdings/Great Richmond Rentals - I have not heard a word or received any correspondence from this company. keep in mind my phone number has been the same for 9 years, I also had my mail forwarded to the home I purchased when I moved out of the house I rented from this company. below is an email I sent the manager Craig W[redacted] almost 4 years ago expressing my concerns!
Dear Craig,
I hope this email finds you well, I hope you understand my frustration as well. Both my fiancé and I have contacted your office numerous times and left voicemails for 2 issues…
One – we have bought a house and are going to be closing on January 10, 2013. I already sent you an email informing that we would be moved out by January 15th 2013 and that we would like to go about this the right way… I would like to make sure there will be another renter going in after we leave… I have been told by Jamie he has spoken with you about this and that yall were contacting the owner to see if yall would put up for sale vs. leasing again…. That was 2 weeks ago.. I contacted him again since I haven’t heard back from you or him… he then told me that someone was going to be coming out to look at the house to inform the owner how much it would cost to turn it and put back on the market .. that was Monday… I still haven’t heard anything back… it is now December 5th … I am very concerned that all of this won’t be taken care of by the time I leave.
Two - We have had numerous issues with maintenance since we have lived in this house. There have been numerous things that have gone wrong with the house that we have called and requested to be fixed and have been given the run around each and every time and/ or has taken up to 4 months to get fixed. We are still waiting to hear back on the leaks in both showers, the sewer pipe that has been open in our basement since moved in and also our dishwasher was supposed to be replaced no later than thanksgiving… like I said we have called and called and left voicemails since the receptionist always tells us no one is in to take our call and that someone would get back to us.
The manner in which the aforementioned has been handled by your office I feel like I have no other recourse than to contact my attorney for legal counsel and also contact HUD for guidance on how to resolve these issues, and will do so if I haven’t heard back in 24 hours regarding my issues- I have read my contract and the Early Termination Clause specifically states that all I would be responsible is for one month’s rent and not liable for any other rent while Great Richmond Rentals re-rents the house.
Thank you,
**his response.......
[redacted],
Thanks for email and we understand your concern. Since you are breaking your lease you would be responsible for the one month break free as you stated in your email. The leasing agents are all aware that you are leaving and we have begun to aggressively market the property so that we can have a smooth transition for the property owner. We will of course give you twenty four hour notice when we have someone that would like to take a look at the property.
Brian, the maintenance coordinator has mentioned that he has reached out and has not received a response. He is looking to set up a time to look at the property to see what might need to be done to have a renter in as quickly as possible. Can you please send me the best number to reach you.
Again, we understand your concern but please know that we are working as quickly as possible to ensure a smooth transition between renters. Please reply back if you have any additional questions.
[redacted] my response back....
Craig,
I was unaware marketing was being done on the house, I have been checking to see if I saw any listings and haven’t seen anything, it also would have been nice if someone could have called to let me know.. since I’ve been calling nonstop and have just been told over and over someone would call me or [redacted] back… Brian may have told you he contacted me and/or [redacted].. but our phone numbers are still the same no voicemails or missed calls on our phones, and again our numbers have also been left with the messages we have left with the receptionist. This is where my frustration comes from…. No one in your office is ever on the same page- which causes confusion. Again our numbers are ###-###-#### and ###-###-####.. I just hope that all of this is resolved and settled before our move out date… I feel the way we have been treated during the duration of this lease has been very unprofessional. If things keep going the way they have been I will contact HUD and an attorney like I mentioned before, I feel like I have no choice.
Thank you for your understanding,
[redacted]
[redacted] keep in mind.. I never heard anything else from this company until.............
[redacted],
We only received a partial payment for rent and would be sending out a late notice as well as applying a fee today. Just wanted to know if everything was okay for the month of January. I know you guys were heading out around the fifteenth of the month please just stop by in the office and drop your key off. Thanks,
Craig W[redacted]
my response......
Craig,
I’m sorry I’m a little confused on what we still owe and why we would be getting a late fee? We paid pro-rated amount of 475.00 since our last day is the 15th. I also included 130.00 to cover the admin fee that was taken out of our deposit.
Due to the unprofessionalism both [redacted] and I have encountered during the duration of our lease we will not be paying 950.00 upfront for the breaking lease fee and then wait 30+ days for our deposit to be refunded. We have no guarantee we will get back our deposit based on past experience i.e., -we have called over and over in regards to the problems we have with the house and the problems have either been ignored or have taken an excessive amount of time to be fixed. Several of these issues are health hazards as follows: 2 leaks in both bathrooms, upstairs drain clogged, Waste pipe in basement has open exposure, and the plumbing is backing up and human waste is coming back through shower drains. Lastly we have been without a dishwasher since before Thanksgiving and I was told we would have a new one or the current one would fixed before Thanksgiving. Your records will show we have reported each issue and have been told they would be fixed. We have waited on a call to let us know when these issues would be resolved and have never heard anything. We have called and were told someone will call us back to schedule and again no call back from office to schedule. I have a 7 month old and we will be checking for any evidence of mold .
We have also been waiting for the agent to come and take pictures of the house so the house can be marketed to find a new renter, it’s been 3 weeks and that still hasn’t been done.. we finally called on 1/3/13 and was told James would be there yesterday 1/7/13 . [redacted] took an unpaid day off of work and waited for him to come… he never came nor answered the phone- we have also had people come up and knock on our door asking details about the house. We have adv[redacted]d them to contact the number on the sign in the front yard and have been told that no one answers nor returns their voicemail or either the mailbox is full.
We are very upset that none of these issues have been addressed nor have we heard anything back from your office until now with your email When there is an issue with great Richmond rentals wanting more money, you are quick to contact us. I have told your office before, due to the unprofessionalism and issues with maintenance, if the issues weren’t resolved I would contact HUD , and that is exactly what I will do since great Richmond rentals have filed to comply.
Thank you,
[redacted],
Hope all is well. Just wanted to touch base with you to see if you would be bringing in the keys sometime this week so that the owner can get in the house and do any necessary cleaning or work to the property. The reason that the rent is not prorated is that rent is charged for the full month you would either need to stay in there the full month or just lose out for the rest of the month, we do not prorate the month if you are breaking your lease. As far as the break fee it can come out of the security deposit but if there are damages the security deposit will not be there to cover that. I am sorry if you feel that there was a lack of communication and would be more than happy to discuss that with you when you come in to the office to drop your keys off.
Thanks,
[redacted] if you notice.... my concerns were NEVER addressed . The only thing they care about is when they're getting paid. I went and spoke with this man when I dropped my keys off. I was told I didn't owe anything. Never heard a word again.... that is... until now almost 4 years later I get a bill from an attorneys office!!!!!! STAY CLEAR PEOPLE! you will regret renting from this very unprofessional company!!!!!!

Thank you for bringing these concerns to our attention. A capital expenditure budget has been set aside to make improvements to the property. The assessment will occur over the next month.
Also, the company plans to confirm the completion or reopen work orders if not completed to the...

tenant's satisfaction.

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 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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this response does not address the facts of the matter.For example, the very latest Notice of Default was received strictly due to an alleged non-payment of pet rent in the amount of $**.00.  The letter went on to state that if the pet rent was not paid within 5 business days then my right to possession would be forfeited and the landlord could deem the possession unlawful and require my wife, two children, and me to vacate and deliver possession of the premises. This letter was sent despite paying $[redacted] which covers both rent in the amount of $[redacted] and pet rent in the amount of $**.00.I have attached a photo of the Notice of Default dated 04/08/2016.The business is misrepresenting the facts of the matter. The owner did provide hotel and food concessions to my family upon delivering a rental unit that was infested with bed bugs. I am not concerned with how the business conducts their internal accounting. The business should not be sending unwarranted legal correspondence when rent is paid in full and on time in accordance with the lease.
Regards,
[redacted]

Thank you for bringing this matter to our attention. Our goal is for tenants and owners to have incredible experiences with our firm. When this does not occur, we are truly disappointed. In this case, the leasing agent attempted to assist a tenant in a short amount of time over a weekend. In...

addition, the property manager also attempted to assist the tenant over the weekend. We offered to transfer the tenant into another apartment. This apartment had been inspected prior to the tenant's move in, and was found to be acceptable. It's disappointing to hear the tenant had to do additional cleaning.
At this time the owner believes the property was in good condition at the time of move in. The owner agreed to not charge any additional rent, but wants to enforce all other lease terms. In addition, the owner has agreed not to file suit for any potential property damages. Our firm is sorry that this is not the outcome the tenant is seeking, but hopefully can be satisfied that the owner will not pursue any additional remedies.
If you have any additional questions, please do not hesitate to ask.
Thanks

The customer let our office know that the business has resolved this issue directly with the customer

Thank you for bring this concern to our attention. The maintenance team will assess the concerns and make the needed repairs.  As far as the pets, please contact the tenant relations specialists. Call 804-282-1877.  We recognize that pets are like family members, and sometimes the lease is...

not completely understood. It's important to have the pet addendum completed.

Thank you so much for contacting us. [redacted] is always committed to making a positive difference in both our owner's lives and the tenant's lives. The move in date we have for the tenants was 8/20. We have scheduled the pest control around the tenants' schedule. This includes the fact that the...

tenants need to prepare the home in a way that allows the pest control to occur. The maintenance technicians have been to the property on 08/20, 9/12, and 9/17. We have held a conference call with the owner and the tenant. I believe both parties understand that the solution is a treatment process. [redacted] is willing to coordinate additional visits and treatments. The tenant can always use the tenant portal for this request 24 hours/day. The great thing about the portal is that the request is in writing and is received by the maintenance team.
The owner is not willing to buy crates for the tenants' pets, but is willing to continue to assist with pest control.
Hopefully this response clarifies the owner's commitment, as well as [redacted] commitment to pest control at this property.
Thanks