Great Richmond Rentals

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.] I was in office today and the lease still has not been terminated and I also deserve a full refund considering that I was not allowed to see apartment prior to my move in. Another thing is that the apartments they offered were not the same as the lease I agreed to. So no I did not want the other properties and I was not over a short amount of time it was a week at least because I kept getting the run around. Like I am now. I have given my keys back yet it says I am still active with them. The two property are in confusion on who is to terminate my lease agreement. I have video and records of all the conversations. I am filing suits if this continues.
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.
My brother, [redacted] spent over two months  speaking and meeting with "rental specialists" at GRR/[redacted] trying to resolve this issue by following their every instruction to no avail. Now that he is no longer homeless as a result of this experience- he needs his money back, therefore,  discussing housing is NOT a resolution and/or option. He wants his money refunded. Why would anyone want to communicate with someone and/or a company that has already abused them. I will give him a copy of this  response and he will probably contact them with the address where they can send his money but the desired outcome is  for his money to be refunded - not for him to be re-traumatized by the profane, unprofessional, derogatory and predatory behaviors that they have previously exhibited towards him.  
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.

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]

Thank you Revdex.com for assisting this resident. Our firm's mission is to create wonderful experiences for both our clients, as well as their tenants. Whenever an experience does not meet these expectations we will strive to improve the situation. In this case, the owner of the property provided...

concessions to the tenant. At this time the concession amount does not reconcile with the amount of rent paid. In speaking with the manager that is working with the the owner, the belief is that a resolution should occur by the close of April. Hopefully this will minimize the generation of an additional default letter.I hope this information provides better clarity to why the letter have been generated, and the actions that are occurring that should reduce the risk of recurrence.
Thanks

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

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.
[Provide details of why you are not satisfied with this resolution.]
Regards,
[redacted]
The consumer and representative have contacted Revdex.com with authorization for the business to discuss this matter with the customer's representative and ask that a response be provided at this time.

We are sorry that this tenant has had a poor experience in the apartment community. Also, we apologize if an employee communicated in a manner that was unacceptable. Our goal is always to provide great customer service to our owners and residents. In this case, we were able to convince the owner to...

release the tenant from the lease without any penalty. In addition we are trying to secure another home for the tenant. The owner of the apartment community is not open to purchasing additional furniture, but would consider paying the deductible for the renter's insurance claim. Hopefully we can help this tenant find her next home.Thanks

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.I appreciate Great Richmond Rentals releasing these photos of the damages, however it confirms my original complaint.  Great Richmond Rentals is charging myself $50 per blind for a total of $300 for replacement of 6 sets of blinds. I did notice one set of blinds with minimum damage and I am not disputing this however I replaced blinds all over the home and they have not furnished evidence of "6" sets of blinds needing to be replaced.
I noticed several photos that were "[redacted] acquired" damages in the home previous to my family moving in. 
12_49_37, 12_13_50
01_05_44 Storage tool shed is property of the owner.  I do not have any property in this shed and have never walked in this shed.
Several photos were from excessive mold accumulation in the basement area.  The owner and her brother also mentioned that the house was infested with mold.  I was told by brother that he was surprised, they we were still alive.
12_47_46, 12_48_00, 12_48_11, 12_47_48_38, 12_48_54, 12_49_26
Several photos were unidentifiable, 12_50_37, 12_50_58, 12_49_38, 12_50_37
Several were duplicates.
Several photos were of thin layer of "putty" to smooth wall were photos were hung and also where a curtain drawback were placed.  Owner and her brother stated to not paint because they were going to paint the entire house. 
Carpet in 2nd bedroom was told to owner prior to the move out.  Owner and brother advised that the carpet would be pulled anyway and to not repair. 
The home is very old and needed several repairs prior to move in.  I have no problem paying for damages that were from my household, however it is unjust to force a previous tenant to pay for damages that weren't fault of their own, unsafe health hazards beyond their control and property that has been replaced.

I recently contacted james B[redacted] on oct 12 to inquire about a property I seen on hot pads. He did not answer the phone but instead texted me responsing saying to fill out a application online and pay $40 before I could view the property and see if I liked it. He told me if I didnt want to do it online I could stop by his office so I went to his office to fill out the application and pay thinking I would able to look at some properties. He wrote my receipt on his card which I thought was unprofessional! He gave him $120 dollars for three applications. I wanna say like 5 days later one of the applicants with me receive a text saying your denied . myself nor the other person received a text . I texted james assistant checking on my status and she ignored my texts when I asked the reason why I was never contacted if I was approved or not. I also asked her why did I get denied because we paid $120 dollars we deserve a reason . she never responsed. The other applicate called her and she told him she would look at his file and call him back . she never did . I talked to james on the phone and he was rude and said he would look into my application and get back to me which he never did . I wait a week and half and decide to go to the office to get the reason why we were denied and his assistant was acting funny and showing signs of deception I'm not sure what they have going on but it wasn't right to take someone's money knowing they don't qualify him and his assistant told lies stating they contacted us when they never did I will warn anyone that I come across never to rent from these people

“The business responded to this complaint but asked that its response not be published.”

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID[redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,[redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [email protected].
Regards,
[redacted]

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.

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait for the business to perform this action and, if it does, will consider this complaint resolved. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Thank you so much for contacting KRS Holdings about this concern. Our goal is always to provide tenants with the assurance that reservations taken apartment s are honored. In this specific case, there were multiple roommates, as well as parents, that wanted to be assured that the apartment in...

question would be taken off the market. All subsequent open houses were canceled. At some point after the reservation was made, and open houses were canceled, the perspective resident opted to cancel their reservation. The signed reservation is attached. The reservation deposit is nonrefundable. However, the deposit can be transferred to another apartment. This transfer can occur up to two years. We have approximately 3000 units that can potentially be a good fit. Hopefully this helps with this individual’s decision-making process over the next couple years.

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

I hope all is well. I wanted to follow up on complaint [redacted]. I thought our firm had already responded. Mr. [redacted], the...

tenant, has been a tenant at the property for multiple years, and has been a tenant at another property the firm has managed as well.
We do not have record of advertising in the manner of the claim. In addition, Mr. [redacted] had lived in unit 1 before moving to unit 3. He clearly understood the manner in which the property was metered.
Mr. [redacted] understands that the Revdex.com is a wonderful avenue for which to communicate. I will forward an email generated in August in which he had sent additional complaints to the Revdex.com. I will also forward a legacy lease from his prior tenancy in the building. Please let me know if this information is helpful.

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.
  The rental office had presented a solution that the owner offered as if they have given it to me.  This is incorrect, This inconvenience was so severe, and was taking so long to resolve,  the owner decided to come meet me in person to help resolve the problem, being as over a week had passed with no resolution, or new home to move into.  [redacted], owner advised me they had advised [redacted] repeatedly to always tell tenants about the need for oil in this home.  This was not done,  and there had been a cycle of tenants not being able to stay in the home.  The owners are spending a substantial amount of money to convert the house to being fully electric,  but this is being done to compensate for a problem [redacted] created by incorrectly advertising the property. There is a picture of the posting, and how the home was advertised I kept for my records. The response to the Revdex.com acknowledged I had a "rough first month", But now they are not taking responsibility for it.  [redacted] the president of the company said to my face verbatim "We screwed up". The lack of response I am getting in regards to getting closure for this situation is inappropriate.  I was originally offered $300 to compensate for all of the transfer fees and moving fees I had to pay to get into the house,  this was offered so I would not have to pay the cost twice once they found me an appropriate home that was not heated by oil. [redacted] sent me an email 3/20/2014 with a resolution guarantee that her and her husband were going to take care of converting the house to electric to compensate for the company's advertising.  They also had to use another company for my repairs because non of the correct repairs were done by [redacted]. I sent work orders before I moved in to [redacted] and called to try to get work done.  I was told my requests were forwarded to maintenance,  but once moved in,  no work was done,  and I had to clean the house because that was not done. When I called to check on the orders,  they had no records of them,  though I have copies of several messages I sent before moving in.  Appropriate heat JUST started pumping through my vents on 03/23. [redacted] had not done anything to compensate me for the issue they created,  in fact the response seems like they are taking credit for [redacted] spending money like they fixed the problem.  I asked  for the company to acknowledge this issue by waiving my rent for the first month and allowing me to continue with regular rent for the remainder of the lease.  [redacted]' response was that they could not ask the owners to sacrifice a month of rent because of how much money they would be spending.  My request was not for the owners to resolve it, this was directed at [redacted],  the source of the issue.  She offered to send me an $[redacted] check from the company.  This is absurd,  the company thinks its a good business practice to compensate me the equivalent of 4 days of trouble?  My rent is $750 per month, which prorated is $25 per day. I was living out of boxes not knowing if I was going to stay in this home because no solution was presented to me for well over 4 days. I altered my request trying to be reasonable and let them know that at the bare minimum they could compensate me for the 11 days into my lease that it took for me to get the written response from [redacted]. Even though it was really 12 days. I asked them to compensate me $275 for the trouble for April's rent. & I have not been receiving a response it has been over a week I have emailed twice and left several voicemails for [redacted] after the response was sent to the Revdex.com they have been giving me radio silence after telling you they were actively communicating with me to resolve this issue. The owner has communicated much more than the company that caused the problem and I was asking for the company to present a resolution not to hide behind what the owner did to resolve that problem they created. I left messages explaining I'm not trying to be difficult but as a company they were at fault and I just want to be able to move forward with my lease as Normal. It is however unjust for the company to feel as if I should still be responsible for a full month's rent after acknowleding to me and to Revdex.com that because of incorrect information I had a rough first month. This needs to be acknowledged they need to compensate for it, and then I would have no problem moving forward to try to enjoy the rest of my lease which is what I have told them as well. At this point it does not seem as if they are trying to be as cooperative as they have depicted themselves to be with you. I just want this taken care of so I can move forward. This was a really bad experience for someone moving into their first house the house. To reiterate the offer that I want from the company it is either for them to waive my entire month's rent from the company's pocket not the owners as they did not do anything wrong, or the next acceptable solution would be for them to prorate my rent for 11 days discounting $275, then moving forward my rent would be the normal rate of $750.  
 
Regards,
[redacted]