Internacional Realty Management, LLC

Complaint: ***
I am rejecting this response because: The *** ** *** *** Apartments was aware that the electricity had NOT been changed over to their nameThrough poor management, they intentionally failed to notify me or CPSThey had to be aware that they were not paying for electricity on a vacant apartmentAnd if they weren't aware, then their management requires replacement
Regards,
*** ***

Mr*** lived at *** ** *** ***Internacional Realty Management stopped managing this property as of October Mr*** will need to seek his refund form the new ownership/management company as all these records and rental deposits were transferred to the new management
companyHe should be able to get additional information from the *** ** *** *** leasing office

Ms***' bankruptcy status does not effect application fee agreements which were entered into after the bankruptcy filingThe application documents outline that the application fee is non-refundableNo refund will be issued

Please tell me which apartment complex, the apartment number and the resident name Thank you

Complaint: ***
I am rejecting this response because: the majority of it is untrue.I will respond in order of your response. The first discrepancy in your response is that I spoke with your apartment manager, ***, at 4:p.mon Tuesday, September15th as documented by my telephone records and e-mails. Secondly, I never demanded anything. I simply asked if *** could be reimbursed some of her rent as she has had to vacate her apartment now for nearly a month and is still paying rent for an uninhabitable apartment. The carpet replacement will be addressed later in my response.I do agree that Apache Station did act immediately when the issue was reported. However, your statement, "Ms*** informed *** that her friends owned Orkin and herfriends told her the chemical that Burns Pest uses would not be sufficient for to get rid of them so she insisted we transfer *** to another apartment" is completely untrue. What I did say was that I have one friend (not plural) that owns several Orkin franchises and that they do not use the chemical treatment because it is rarely effective. One pest control company cannot state that another company's methods would not be sufficient as that company has no clue what chemicals another company does or does not use. Additionally, I contacted three professional bed bug extermination companies in Phoenix, one of which was Burns, and every one of them recommended the heat treatment for bed bugs because the chemical treatment (1) is not as effective; and (2) takes approximately two weeks to have any effect, if any. Burns, in particular, did not even mention chemical treatment, and when I asked about chemicals, their own employee said they do not recommend chemical treatment because it doesn't work. I then merely askedMs*** that if the chemical treatment does not work, what would be the next step This is extremely concerning to me since Ms***, herself, admitted that this exact same apartment has had bed bugs in the past. In addition, another Apache Station employee also informed me that her apartment also had bed bugs in the past, which leaves me to believe that this could potentially be an ongoing issue at this property. Were the surrounding apartments ever inspected? I did not insist that *** be moved; again, I merely asked if moving her to another apartment were a possibility. Ms*** told me "absolutely" she could be movedif an apartment becomes available. I understand she needs to be moved to another one bedroom apartment. With regard to the carpet, yes, in my conversation with the pest control companies here in Phoenix, I inquired about bed bugs and carpeting. They all informed me that itis nearly impossible to remove bed bugs from carpet as they can lay millions of eggs. Since Apache Station is replacing the carpeting in apartments at the end of a resident's lease, I, again, merely asked if Apache Station could go ahead and replace the carpeting now to help with this issue. I would additionally like to add that while ***, her mother, and myself were preparing her apartment for the chemical treatment, Mrs*** was bitten all over her ankles. That shows that the bugs are in the carpet and active as usually bed bugs are nocturnal and this was middle of the afternoon.Were the surrounding apartments ever inspected? Paragraph is completely false. At no time did *** ever mention your lease, bed bug policy or cost of exterminationShe never reiterated any terms of a bed bug policy, nor did she ever offer to provide a copy of any documentation. Additionally, we never discussed any costs of treatment and who was responsible for treatment. At the conclusion of my conversation with ***, it was agreed that she would contact Burns the next day and inform me the next steps to be followed. She also instructed me to send an e-mail to Ms*** *** to discuss the carpet replacement and rent reimbursement issues. I was told to type "Urgent" in the subject line as Ms*** gets "hundreds of e-mails a day and this way she would be more likely to respond" I sent the following e-mail to Ms*** on Tuesday, Sept15th"Ms***, After speaking with *** today, she advised that I contact you regarding a serious bedbug issue. If you could kindly call me, I would greatly appreciate it. Thank you."I never received any response from Ms***. I then sent an e-mail to *** at Apache Station on Thursday, September 17th to find out what Burns instructed andfound out *** was on vacation. Then on Thursday, September 17th I sent a second "Urgent" message to Ms*** which read:"Ms***, I sent you an urgent e-mail days ago and still have had no response. I would very much appreciate hearing from you. Thank you***"To this date, I have never received a response from Ms***.And, lastly, I would like to include, in part, Sec. 3. Title 33, chapter 10, article 1, Arizona Revised Statutes (emphasis added) which reads as follows:"Sec. 3. Title 33, chapter 10, article 1, Arizona Revised Statutes, is amended by adding section 33-1319, to read: 33-1319. Bedbug control; landlord and tenant obligations; definitions A. A landlord has the following obligations with respect to a bedbug infestation: 1. As a portion of its obligations under section 33-1324, the landlord shall maintain the dwelling unit free of an infestation of bedbugs 7. Unless otherwise provided in this section, the landlord is responsible for the bedbug mitigation expenses for the dwelling unit and any surrounding units that are infested. SecB. .7. If a landlord fails to inspect and, if necessary, mitigate a bedbug infestation within the time prescribed in subsection A of this section, the tenant shall provide written notice to the landlord of the tenant's intention to correct the condition at the landlord's expense. If the landlord fails to correct the condition within ten days after being notified by the tenant in writing, the tenant may cause the work to be done by a licensed pest control applicator, submit to the landlord an itemized statement for the pest control services and deduct from any rent due the actual and reasonable cost of the pest control treatment not to exceed five hundred dollars or one-half of the monthly rent, whichever is greater.G. For the purposes of this section:1. "Bedbug mitigation expenses" means the reasonable and necessary cost of the pest control treatment or treatments and may include the cleaning, removal and replacement of flooring if reasonably required by the degree of infestation2. "Bedbugs" means any insect in the genus cimex and its eggs.3. "Infestation" or "infested" means that the presence of bedbugs is sufficient to materially affect the health and safety of tenants and their guests.4. "Mitigation" means the process undertaken by a pest control applicator who is licensed pursuant to title 32, chapter to attempt to eliminate or manage the infestation of bedbugs by poisoning, spraying, fumigating, trapping or any other recognized and lawful pest control method, including repeated applications of any treatment, particularly to areas where bedbugs are likely to congregate.5. "Surrounding unit" means a dwelling unit that shares a common wall with, or that is directly above or below, another dwelling unit."I have never demanded or insisted on anything. I have merely tried to reach an amicable solution to this very distressing situation. *** is still unable to return to her apartment. This is a very difficult situation for her. She was covered with bites and is now extremely apprehensive about returning to that apartment. She has been a good tenant of Apache Station for over years, and I would hope that Apache Station would be willing to work with her to resolve this problem. She is still paying rent and utilities on an uninhabitable apartment.This situation has reached this level simply because no one was willing to return any of my phone calls or e-mails and refused to communicate with me. I would still appreciate speaking with someone in person to reach a beneficial solution to both parties
Regards,
*** ***

Complaint: ***
I am rejecting this response because:First, there was no "agreement to split the difference"I
have never heard from these peopleSecondly, and more importantly, I never received the original check they claimed to have allegedly sent so there isn't any "difference" to splitI did receive a check last week for $75, but still have not received the bulk check they owe meThey don't get to declare anything "closed".
Regards,
*** ***

Complaint: ***
I am rejecting this response because:The new management group says they took over the property on December 11th I paid $on December 1st, International Reality still owned the propertyI spoke to an accountant named *** *** who also confirmed that the property was not taken over by the new owners until DecemberThe property group does not have any of my files or recordsI am still expecting a refund from international reality
Regards,
*** ***

To our knowledge all repairs have been made to the resident's unit in accordance with the lease agreement. There seems to be no reason for us to release the tenant from their lease agreement

To our knowledge this resident has not paid her contracted October rent and has vacated her unitThe Regional Supervisor has reached out, but has not heard back from *** ***

*** *** transferred from #*** to #*** in March It is a one bedroom apartment and she is the only occupant Manager *** Castano spoke with Ms*** on Wednesday Sept 17th in regards to this situation which she is demanding a rent concession for this month, plus wanted us to replace the carpet with vinyl or transfer *** to another apartment *** explained that bed bugs may occur anywhere at any apartment community not just Apache Station and they can be brought in from anywhere including travel, schools, restaurants the light rail etc.We acted immediately when the bed bugs were reported to us Burns Pest Control representatives were at her apartment over then next days with treatment procedures and instructions Ms*** informed *** that her friends owned Orkin and her friends told her the chemical that Burns Pest uses would not be sufficient for to get rid of them so she insisted we transfer *** to another apartment We informed Ms*** that we did not have any vacant one bedrooms at this time and therefore could not accommodate the transfer *** asked her to keep in mind that *** or someone visiting had brought the bedbugs to the unit because the previous resident had lived there or years with no issues, and *** had lived there months with no issues *** reiterated the terms of the Bed Bug Policy that is part of the resident lease paperwork signed at the inception of the lease and offered to give her a copy if she did not have it available She explained that we only cover the initial cost of $to identify the bedbugs and any treatment expense after that would be the tenant's responsibility She assured Ms*** that we were very proactive in addressing the issue quickly and we need to monitor the apartment to ensure the bed bugs have been fully removed

I first apologize that your experience with *** *** has been less than satisfactoryI have notified our management of your dissatisfaction and hope to have any remaining issues resolve quicklyWhile I understand your request, we have not acted outside of our lease agreement during your stay
and have tried to accommodate any service requests as quickly as possible and made attempts to mitigate the situation ( window AC units) when necessary.At this time Internacional will continue to act within the guidelines of the lease agreement and respectfully ask that our tenants do the samePlease feel free to put in your day notice should you not wish to renew your lease

Complaint: ***
I am rejecting this response because:I am responding only to the business's request for more information. I did not know how to respond directly to the business as, again, you cannot reach the company directly. The answer to their question is Apache Station Aptin Tempe, AZ, aptno***, resident name Ahlstrom.I have reviewed the response made by the business in reference to complaint ID ***, and have provided the information request. This is not an acceptance or rejection of their response; merely an answer to their question
Regards,
*** ***

We agree that the balance of $is dueOur company will process a check this week and send it to the address listed in the initial complaint

Ms*** and our regional supervisor *** *** have been in contact She has provided us a copy of the money order in question and we have agreed to refund her the money if our bank determines the money order was deposited to our account

From the on-site manager ***: I disagree completely with what Ms*** wrote in her complaint Each time she has renewed her lease it specifically states she must give days' advanced written notice of her intent to move out, even if the lease is expired Ms*** received an
invitation to renew her lease and that letter also included a reminder regarding the day notice requirement Ms*** elected to NOT renew her lease and has been arguing with our staff about this issue since before she gave notice We understand she is not happy with the terms of the lease she signed but we cannot and will not treat her differently than the other residents We are tasked with enforcing the terms of the lease and are not able to accommodate her request

Complaint: ***
I am rejecting this response because although I was able to contact the new company and obtain a refund, this issue originated with Internacional, and it was only due to their failure to timely respond that this ended up needing to be fixed by the new company, five months later. There were no records or pictures of the alleged damage, and as soon as I sent them my pictures of the undamaged property, they issued me a check for the balance of my deposit. This was either a gross error on the part of Internacional, or an attempt to fraudulently charge a tenant for damage that did not exist. In either case, this is inexcusable behavior for any business, and should be documented for the benefit of any potential future tenants
Regards,
*** ***

Again, the resident's CPS electric account never "changes over" to our name.  When someone moves out and they disconnect service the electricity is disconnected until the next resident establishes service in his or her name.  We have no involvement with the resident's account with CPS; the apartments are all individually metered and service connections and disconnections are 100% between the resident and CPS.  As such, we don't know the status of your account.  If we have to reconnect service to make ready an apartment, which we rarely do, we set up a new account in the owner's name for a few days to finish our make ready and then disconnect it.

Complaint: [redacted]
I am rejecting this response because: I am responding only to the business's request for more information.  I did not know how to respond directly to the business as, again, you cannot reach the company directly.  The answer to their question is Apache Station Apt. in Tempe, AZ, apt. no. [redacted], resident name Ahlstrom.I have reviewed the response made by the business in reference to complaint ID [redacted], and have provided the information request.  This is not an acceptance or rejection of their response; merely an answer to their question.
Regards,
[redacted]

Mr. [redacted] lived at [redacted] Internacional Realty Management stopped managing this property as of October 2017. Mr. [redacted] will need to seek his refund form the new ownership/management company as all these records and rental deposits were transferred to the new management company. He should be able to get additional information from the [redacted] leasing office. Internacional Realty Sold The Crescent in December 2017, but Mr. [redacted] was not a resident of [redacted]

Complaint: [redacted]
I am rejecting this response because:  I have been in contact with my bank and they have advised me that no effort has...

been made on the part of Internacional Realty or [redacted] to reverse the funds.  I have also that this was illegal on their part as the funds were unauthorized and they did not notify me of the issue.  I had to learn about it with a declined debit transaction.I am trying to resolve this without legal action as if I do file suit, there will be further fees that Internacional Realty will be liable for.  Neither [redacted] or [redacted] are returning emails and or calls.  I am in a dire situation as this error has depleted my account and I am incurring overdrafts and auto-draft payments are being rejected not to mention my credit is now at risk.
Regards,
[redacted]