Great Richmond Rentals

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 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 am waiting on the owner's response in reference to an apartment in [redacted]. I expect to receive an answer by Friday June 26, 2015 per one of the agents.
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.
  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]

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 2 bedroom for almost 2 years. When I first moved in 2015 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 2 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 2016 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[redacted] and she did nothing, I've complained to a Manager named Cindy and she promised to have it fixed by 6/11/16 it is now 6/20/16 and still the issue is not fixed. I called the rental office they told me that I would need to keep my air on 75 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 [redacted] AND CHECK FOR YOURSELF!

Thank you so much for contacting us about this resident's concerns. The leasing agent was disappointed that the process was frustrating for the tenant. It took longer than anticipated to make this home habitable by the owner. In addition, it appeared that there was a break in on the property...

after the property had been made ready for move in. The resident was extremely accommodating by taking possession in the condition it was in after the break in. We will continue to work with the owner and resident to make the needed repairs. It's my understanding we are already communicating with the resident. If for some reason this is not the case, please provide feedback so that another resident relations specialist can be assigned to this matter. 
Thanks

After speaking with [redacted] he clarified that the business response is referring to the neighboring apartment being taken to court.

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.
#1)This is not a duplicate customer service complaint.  Can either the Revdex.com or KRS Holdings prove why this would be a duplicate?
#2)The aforementioned address is NOT abandoned it is being occupied by the [redacted] family comprising of [redacted] and [redacted].  We pay rent on time and in full.  We speak with the rental office almost on a daily basis, so it has been documented, last time either myself or my husband spoke with them was April 16th.
This complaint was based on the customer service provided by [redacted] and [redacted] in the KRS Holdings office, I spoke with [redacted] myself several times Wednesday and it appears his attitude has made a 180 degree change and was actually willing to hear me out.  Provided that the issues we have had that are not made in this complaint, but we have discussed with the office specifically with [redacted], are resolved we would be willing to consider not trying to take KRS to court and finish out our lease until 10/31/2014.  However, I do believe the workers within the office need to re-evaluate how they approach their customer service techniques as to avoid another issue such as this in the future.
 Regards,
[redacted]

Placing tenants in the property sseing to be a strong point., but performing the maintainence in the apartment is your weakness , For me, I have no newly painted walls, a broken stove, a stove vent that does not work, the shower handle is broken and doesnot give proper water pressure. I put a work order and it takes more than 3 weeks to get a response and it is still not fixed. I need a plumber not a general handyman. Most of the tenants living in the unit are drug users, dealers, and it smells like durty wet dogs. Its very embarrassing to recommend anybody.

Thank you for bringing this matter to our attention. Our goal is to provide incredible customer service to both owners and tenants. It's disappointing when this goal is not accomplished.
First, we are very thankful that this tenant brought the problem to our attention as soon as it...

happened. This allows our team to address concerns swiftly.
In this specific case, the tenant seems to be upset that a water pipe broke above her apartment. The tenant has reason to be upset; this type of problem creates inconvenience. [redacted] received the notice about the broken water pipe and made the repair to the line the same day of the complaint. Repairs were made to the ceiling the following day.
The tenant also claimed that an additional water line broke approximately two weeks later. Unfortunately we do not have record of this broken line and have not noticed any water leaks during our routine inspections. In addition, the on site maintenance staff has not noticed any sort of water problem.
If their is some damage to some personal items, we can try to work with the tenant's renter's insurance to gain a better understanding of the loss. We can communicate the deductible with the owner. Some owners will provide a concession. Others do not. We have not heard for the tenant's insurance company at this time.
Hopefully this addresses the concerns of the tenant. Please let us know of any additional concerns.
Thanks

Thank you for bringing this matter to our attention. We need to respectfully disagree that [redacted] has broken the lease, but can agree that the next door neighbor is not compliant with their lease. Noise violations in Chesterfield can be misdemeanors, so we would encourage a two point approach....

The first is the civil approach, which our firm is continuing to follow.  This process as somewhat arduous, but we will continue to try to resolve the noise violation. The second approach is to please call the police when this violation occurs. This loud noise is against the law, and cannot be tolerated. I realize that this approach takes time to resolve, and appreciate the tenant's patience. In addition, we may be able to transfer the tenant. We will reach out to the tenant to discuss.
The owner uses a licensed professional pest control company to handle treatment programs. The company treat apartments on a monthly basis. We will make sure this apartment is schedule for the next treatment, which happens to be next week.
Our goal is to resolve these problems and make the tenant happy.
Thanks

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 $19.00.  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 $1,814 which covers both rent in the amount of $1,795 and pet rent in the amount of $19.00.
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 alerting us to this matter. Revdex.com, please refer back to the complaint that this tenant had approximately two months ago.
#1, Revdex.com can you please explain the difference between to two complaints? This appears to be a duplicate complaint. If it is not, please advise.
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#2. It appears this apartment is vacant, and has been abandoned. If this is the case, it would be helpful to get any additional information from the Revdex.com. Attempts to reach out to these individuals have been unsuccessful. It is critical that the [redacted] compliance regulations are met is the case. Revdex.com information may be used as evidence in potential litigation.
#3. Revdex.com, we look forward to your response so our firm can provide as much information to the owner so they can handle accordingly.
Thanks

Review: We rented our Richmond townhouse with the company in question, they found us a terrible tenant who paid rent late every other month and had neighbors contacting us with complaints about his dog, etc. We decided not to renew with the tenant or the co. and couldn't wait for the tenant to move out, even though we knew we'd find a mess. Sure enough I arrived at the house and was great by: heavy urine stains on the downstairs carpets causing a terrible smell through half the house. The tenant's dog had also: chewed 2 areas of the wooden staircase banister causing me to have to repair and paint the lower staircase and the upper staircase to make them match, chewed off the corners of the downstairs window sill in 2 places needing massive repairs, destroyed the yard and owner did not pick up waste so the yard smelled awful and was a health hazard, clawed at a UV protectant film on the doors in the sun room causing that to need replacing. As for the tenant, he left a large red stain on the master bedroom carpet and it was very clear that many areas of the home were not cleaned in the entire year he lived there. The master bath shower was so filthy it had to be scrubbed numerous times, completely re-caulked and the grout repaired to even make it presentable. I accomplished these repairs with my own money and a full week of my own time with the help of my parents, and yet the rental company had decided that was all worth only $625 to me! I also changed the air filters at the house and despite the fact I had paid for an inspection and for all smoke detector batteries and filters to be changed in Nov. there was one makeshift filter that didn't fit in the whole and was doing no good and the other 2 were the ones I had installed over a year ago and were covered in filth! I'd like to be refunded for that "inspection" and the cost of the filters they charged me for but clearly never actually bought or installed. This company has been a complete nightmare to deal with!Desired Settlement: I would like to be given the full $1495 of the security deposit due to the amount of damage done to my property, and the man hours it took to repair. If a contractor had been called the amount would have vastly exceeded the amount of the security deposit and at this point $625 is just laughable. I would also like to be refunded for the air filters I was charged for but the company clearly never replaced. The inspection was $39 and I was charged $33.82 in supplies.

Business

Response:

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.

Consumer

Response:

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,

Review: I looked at a property that is/was managed by Kelley E. from Great Richmond Rentals. The property is a 2 bedroom, 1 bathroom home on the South Side of Richmond. I repeatedly contacted Kelley by text message and received either an extremely delayed response or no response at all - and never did I receive a phone call. I finally made an appointment to view the inside of the property I wanted to rent. After looking at the property, I decided I wanted to rent it. After what I have perceived to be the "runaround" I paid the pet deposit and the $200 fee to "reserve" the property. The agreement was that the windows would be repaired/replaced since they could not open and were a fire hazard and that the refrigerator would be provided to the property. Also, the grass was waist high and desperately needed to be cleared.

The day I arrived to meet Kelley on site to sign the lease and do the walk through, Kelley arrived late and we found that the stove and AC unit had been stolen. The people who cut the grass managed to break a window pane and the back door was wide open. In addition, a plumbing vent pipe was not sealed and there was drywall damage and water damage to the inside of the home from all the rain. I specifically asked Kelley if I needed to put in a formal work order to have these items addressed and he said he would "handle" it. I have lived in this home for nearly a week and a half now and a maintenance guy came out, cut the drywall, replaced one window pane and left - leaving trash, broken glass and his supplies all over my house and yard. Text messages (the only reliable method of contact with Kelley to this point) have gone unanswered. Now, mold is growing in the affected area and I have found cockroaches in the home.

I have personally facilitated the repair of the roof, the haul away of the garbage left, the extermination and currently working on the drywall repairs. I have not been given my username/password in order to put a work order in for these items.Desired Settlement: I would like to see reimbursement or pro-rated rent for the items that I have had to take care of in order for them to be completed in a timely manner. I can provide invoices for the work that has been performed and have witnesses, text messages and pictures that are time/date stamped as proof of my communication with this company's representatives.

I would like the people who work for this company to receive training on how to speak to customers and tenants. The amount of disrespect is appalling and unacceptable. I would like the maintenance technicians to also be trained in appropriate conduct regarding conversations and behaviors within a tenant's home.

I would like any future requests to be handled in a timely fashion or on a preventative basis in order to keep the condition of the home optimal.

I also need to receive my username/password for the tenant portal in order to be able to log in, pay my rent and create work orders for any future items.

Business

Response:

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

Review: In July 2016 we contacted [redacted] to let him know that we were ready to rent a property listed by Great Richmond Rentals on craigslist. He agreed and let us submit $80 lease applications, a $200 rental hold fee, and agreed that we could move in the next week. We noted our dog and family on the application and paid all fees. We then spent over $1000 on a plane ticket and over $400 on a rental car and came into town for two days to set up the lease house for the family to arrive the next week. We bought mattresses and brought them to the home and thought we were done.

My wife met James at the property where she unloaded the mattresses. She then followed him to his office where she signed the final lease. James rushed through the lease and was irritated when asked to print it so that she could read it instead of using a cell phone to read it by email. After taking the deposit and first month rent he refused to give her the keys to the house "because the owner needed to double check the paint job first." James said that he would leave the keys under the mat later that day.

James never did give us the keys. Rather, that night he called my wife and said that the owner didn't like our dog's breed. He refused to give a refund and pushed her into taking his word that another property was just as nice and he would even transfer our mattresses to the new house for us. She had to leave Richmond to return home to Dallas to finish moving our family and agreed to trust him and his word about the condition of the home. James kept the additional $3200+ and said he would transfer it to the new property that we "would love."

Fast forward one week. We arrived at the house that James had guaranteed would look like "a million bucks" and had allowed him to transfer our lease to. We were immediately horrified by the smell and the condition. We contacted him immediately and he refused to come to the house. We have photographs of the homes missing and lose moldings, missing switch plate cover, hole in the wall, double door knobs instead of a landlord lock, boogers on the wall, grease on the kitchen walls, missing and molding grout, wrong sized toilet seat, loose molding/ trip hazard at the top of the stairs, missing bulbs, broken fan, etc.

James was "too busy" to meet at the house and said it "looked good" to him when he had walked through. He said that he would not refund our money and that he would send a maintenance worker to address our problems. We didn't need maintenance; we needed the house to be ready to move into. After sending a painter and cleaner to the property with no word of what would be fixed, James did not come by or answer our calls or respond to our questions.

We moved out immediately and demanded our money back and still have not received the money. James has texted to say the issue has been sent to "the broker and the lawyer." This is the last straw.

Summary: We were fraudulently induced into the lease after James made multiple factual misrepresentations. James actually defended himself saying "I didn't say it would look like a million dollars, I told you that the owner said it would look like a million dollars, I can't control what the owner says." That is what an "agent" does. He speaks on behalf of the owner to the renters.Desired Settlement: We need to have our $80 application fees returned, our $200 hold fee refunded, our $218 pet deposit refunded, our $3261.62 first month rent and deposit refunded. These refunds need to be made immediately.

If this money is not refunded immediately, we will take the company to civil court and with a suit demanding that Great Richmond Rentals pay all above costs and also the cost of our flight to set up the house, the three weeks in the hotel that we are paying because there were not other houses available immediately, lawyer fees, and all other associated costs from the company's fraudulent inducement and factual misrepresentations.

Business

Response:

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.

Business

Response:

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.

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 2 bedroom for almost 2 years. When I first moved in 2015 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 2 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 2016 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[redacted] and she did nothing, I've complained to a Manager named Cindy and she promised to have it fixed by 6/11/16 it is now 6/20/16 and still the issue is not fixed. I called the rental office they told me that I would need to keep my air on 75 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 [redacted] AND CHECK FOR YOURSELF!

Review: I told my rental company my family and I were having issues with our neighbors when the situation was small and escalated into a bigger situation. When the situation started to get bad we called the police and the rental company told us to provide all police documentation so they could either evict our neighbors or do an emergency transfer for us. They had mentioned it was going to be hard so we had to get all the police documentation and send it to them. We did, but in the midst of the process our neighbors pulled out a gun on us and were then arrested for trying to fight a police officer. When I told the Great Richmond Rentals. They basically told us because the neighbors payment history was better than ours, they could not help us. They also told us because of our credit score only qualified for the area we were in.

Dealing with the situation I know its something because it was going to be hard to handle they basically told us there's nothing we can do. Not to mention they don't fix anything within our house and often times when we send in our rent money. They loose our money orders say they never received any money from us. Then they charge us a late fee on the balance on the account and then they find the money order, and this has happened 3 times.

Finally, I have been trying to get out the leasing contract however I keep getting mixed information from different people that work in the office. The first time they told me what the requirements were, I did everything they told me and then they added on a fee for $150. So finally, I asked them to put it in writing and they refused. This company has the worst reputation in Richmond, VA for property management services and something should be done about it.Desired Settlement: Request to be transferred to a different apartment

Business

Response:

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

Beware of this company. They are willing to scam you out of money and will not follow through with customer service nor will they practice basic rental industry norms.
In July 2016 we found a beautiful property on Craigslist that was listed by Greater Richmond Rentals. Because we were moving from out of town, I contacted James Bristol by telephone and text and let him know that we definitely wanted to rent the property and would move in the next week on August 2, 2016. He told us to complete a lease application and pay the fee. He was rushed to get off the phone and preferred to send curt text messages. I noted my pet and family on the application and paid the app fees. James then said that we should pay $200 to "hold" the property. I did so and told him that we were coming into town the next week and I would be moving in ahead of my family. I then spent over $1000 on a plane ticket and over $400 on a rental car and came into town for two days to set up the lease house for my husband and four kids to arrive the next week. I bought mattresses and brought them to the home and was relieved to have set up a great place.
I met James at the property and loved it. I then followed him to his office where I signed the final lease. James rushed me through the lease and was irritated when I asked him to print it so that I could read it instead of using my cel phone to read it by email. When I noticed that my dog was not on the lease he acted annoyed that I demanded the lease to be correctly worded. He mentioned that he had other places to be and that he was in a hurry. He then told me that he could not give me the keys until later in the day because the owner needed to double check the paint job first. He said that he would leave the keys under the mat later that day and I could swing by to pick them up.
James never did give me the keys. Rather, that night he called me and told me that the "owner" of the house had looked up my dog's breed online and would not rent to me. I was extremely frustrated because I had just booked a plane trip to take care of this and there were not any other homes in the area for rent that were the right size. I told James I needed a refund and he said in an extremely mocking and condescending voice that "we have over a thousand rentals, I'm sure there are options." He then told me that they had a house that "looked like a million dollars inside and was completely redone and big and beautiful." He also promised that the owner would make the landscaping "look like a million bucks" before the move in date a week later. I was out of time and had no options so I told him, that I was reluctant but would trust him. James kept my $3200+ and said he would transfer it to the new property that I "would love"
Fast forward one week. We arrived at the house that James had guaranteed would look like "a million bucks" and had allowed him to transfer our lease to. We were horrified by the smell and the condition. We have photographs of the homes missing and lose moldings, missing switch plate cover, hole in the wall, double door knobs instead of a landlord lock, boogers on the wall, grease on the kitchen walls, missing and moulding grout, wrong sized toilet seat, loose molding/ trip hazard at the top of the stairs, missing bulbs, broken fan, etc.
James was "too busy" to meet at the house and said it "looked good" to him when he had walked through. He said that he would not refund our money and that he would send a maintenance worker to address our problems. My husband repeatedly said "it is not yet in move- in condition. We don't need maintenance, we need the house to be ready to move into." After sending a painter and cleaner to the property with no word of what would be fixed, James did not come by or answer our calls or respond to our questions. The painter said he did not expect for them to agree to paint everything that needed to be worked on.
We moved out immediately and demanded our money back and still have not received the money. Instead, we get voice mail (which is full). James has said the issue has been sent to "the broker and our lawyer." This is the last straw. It seems like James is trying to threaten us and suggest that the lawyer could refuse to refund the money. We paid it on paypal and he could easily refund the money on paypal.
Summary: We were fraudulently induced into the lease after James made multiple factual misrepresentations. James actually defended himself saying "I didn't say it would look like a million dollars, I told you that the owner said it would look like a million dollars, I can't control what the owner says." Hey buddy, that is what an "agent" does! He speaks on behalf of the owner to the renters.

Review: This company advertised an apartment to rent, claiming it had a living room and made me sign a form to pay a reserve or hold deposit before I could even look at the place inside.

The place had NO living room so I decided not to rent.

[redacted]'s form illegally states the deposit is not refundable. By law ALL application or hold deposits MUST be refunded within 20 days. Law also states that no form, application, lease or rental agreement of any kind can override or state provisions which disallow the legal rights of the Residential Landlord Tenant Act.

They refuse to refund my deposit.Desired Settlement: Full refund

Business

Response:

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.

Review: I am currently leasing a commercial property from this company, since the end of May. Upon moving in to the location, there were evidenced of major repair issues. consisting of a leaking bathroom sink, windows that are rotten that are painted shut and faulty elecrical outlets. I have reported these issues to great richmond rental on numerous occasions over the past several months. I have even spoken with Craig, who assured me that he would have these issues addressed. After a month later of consistent calls for repairs, a property maintenance manager contacted me to schedule an appointment with a contractor. Contractor came out to the location on 6/24/16 to assess and make a report of the needed repairs. Since this date I have repeatedly requested a follow up and status of when the repairs would be completed and recieved no answer or follow up. These people are slum lords and should be out of business. they continue to violate city maintenance codes and refuse to address paying residents issues purposely. What they are doing is clearly illegal and they should be shut down. and not allowed to continue doing business in the state of virginia or anywhere else for that matter. they purposely continue to engage in false advertising and bait and switch tactics, while having no intentions of addressing any of the tennants concerns.Desired Settlement: For this company to be mandated out of business, due to their continued illegal slum lord practices and total disrespect for paying tenants !!!!

Business

Response:

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.

Consumer

Response:

[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.]

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,