National Rental Pro's

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.
Regards,
[redacted]

I have attached the invoice with the charge for $195 and the email discussion with Mike about the $195 branch fee. If there was a credit for $195, I have yet to see it. I have a voicemail from Mike responding to my email stating I would be refunded the $195. My original contract dated 5/3/2015 states I am not responsible for branch pick up costs. There are screen shots of the contracts in the email. The branch pick occurred before I signed a new contract (signed 1/2016)that now has me now financially responsible for this. The old contract is attached as well. The company has not posted my new contract on the owner portal but they should have access to it. I made sure it is EXACTLY the same as my old contract except for the branch pick up.
In the time since filing this complaint, this company has continued to breach it's contract with me. They have now charged me $600 for pool repairs when it clearly states in my contact I must be contacted for repairs on one item greater that $250 (see attached).
This company is breaching it's contract with me on a monthly basis with continuing to have zero amount of communication with me.

Our property management  agreement executed by Ms [redacted] specifically states on lines 49&50 that “Broker shall make all reasonable efforts …to collect rents, but does not guarantee future performance of tenant and is not obligated to refund to owner any compensation in the event of a...

tenant breach”.  This is in line with industry standards. The last issue is the landscaping invoice that Ms [redacted] communicates she was charged for.  We do not see that charge posted on her ledger.  If she had been advised there would be a charge I will assure in good faith that I will reverse the charge.  Tenants are responsible for yard maintenance including mowing lawns, sweeping and keeping the yard clean.  It is industry standard that owners are responsible for tree trimming and major landscaping.  Again in good faith as we value Ms [redacted]’s business I will assure the charge will not be posted. Lastly we do our best to respond to calls as best we can.  I will discuss with staff the need to respond timely. Sincerely
 
Kevin K[redacted]
Chief Financial Officer
l us why here...

This is a very surprising complaint. This customer has been with us for over 3 years and never once had a problem.We have always had all communication through the spouse. During the migration of our new system we had a couple system re occurring billings. We proactively called the client to make him...

aware of the problem and that we had already taken care of the situation before it would affect them. The client had questions on specific bill numbers but was not sure what bills they were "because he was not in front of his computer" I had requested numerous times for specific questions from this owner that were supposed to be emailed directly to me so I could address any concerns. I was never sent any of the promised specifics. Per our management agreement signed by the client we do not inform the owner of minor repairs under $250 dollars. We pride ourselfes on prompt and efficient service for the tenant and owner in many cases minor however they must be handled quickly. I have also had after hour phone calls any time the owner requested to review the account as soon as a concern had arrisen. When reviewing  the billing with the owner the owner was satisfied with what was billed.The owner stated they were satisfied with the services after our conversation. We have gone above and beyond to ensure this property, the owner and the tenant has received excellent and prompt service.

To whom it may concern: To follow up on [redacted]’ follow up complaint, our Property Manager, Mike B[redacted] advises he had communicated via telephone regarding the $600 pool repair fee.   The work was required and was completed by our pool maintenance vendor.  The telephone contact cannot be verified nor can I vouch that Mike B[redacted] our Property Manager had completed the contact.  So we are at odds regarding the pool invoice.  I would like to extend an offer to split the invoice and credit you $350 for the lack of documented approval.  Going forward we will not initiate any repair work on the property over the $250 limit without your written approval.  This of course will have to be compliant with Arizona Landlord/Tenant Act laws.In response to the $192 landscaping clean up invoice.  The document you included clearly shows the invoice was not paid but was withheld from your distribution.  After this report was run we removed the invoice and did not pay from your account.  I am including a statement that shows what income and expenses were posted to your account.  Therefore you were not charged for the $192 landscaping invoice.  We paid that from our company funds.The last issue is the tenant who left the property before her lease expired.  We have one month of rent that is due as the property was re-rented.  That amounts to $1595.  The contract clearly states that we are not liable for lack of tenant payments, although we do our best to collect.  I have enclosed the contract and the specific language is outlined in lines 49 and 50.  Our next step in violation of any payment plan would be collections and potential legal.  Please note per the PMA contract the owner is liable for any legal costs.  Of course if we do collect from the tenant, you will be reimbursed less collection fees and management fees.  At this point our collection efforts are internal so we are not incurring any costs.I have attempted to call Ms [redacted] to attempt to resolve amicably, but am not getting return calls.SincerelyKevin K[redacted]Chief Financial Officer

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me.  I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,

This is a very surprising complaint. This customer has been with us for over 3 years and never once had a problem.We have always had all communication through the spouse. During the migration of our new system we had a couple system re occurring billings. We proactively called the client to make him...

aware of the problem and that we had already taken care of the situation before it would affect them. The client had questions on specific bill numbers but was not sure what bills they were "because he was not in front of his computer" I had requested numerous times for specific questions from this owner that were supposed to be emailed directly to me so I could address any concerns. I was never sent any of the promised specifics. Per our management agreement signed by the client we do not inform the owner of minor repairs under $250 dollars. We pride ourselfes on prompt and efficient service for the tenant and owner in many cases minor however they must be handled quickly. I have also had after hour phone calls any time the owner requested to review the account as soon as a concern had arrisen. When reviewing  the billing with the owner the owner was satisfied with what was billed.The owner stated they were satisfied with the services after our conversation. We have gone above and beyond to ensure this property, the owner and the tenant has received excellent and prompt service.

I have attached the invoice with the charge for $195 and the email discussion with Mike about the $195 branch fee. If there was a credit for $195, I have yet to see it. I have a voicemail from Mike responding to my email stating I would be refunded the $195. My original contract dated 5/3/2015 states I am not responsible for branch pick up costs. There are screen shots of the contracts in the email. The branch pick occurred before I signed a new contract (signed 1/2016)that now has me now financially responsible for this. The old contract is attached as well. The company has not posted my new contract on the owner portal but they should have access to it. I made sure it is EXACTLY the same as my old contract except for the branch pick up.

In the time since filing this complaint, this company has continued to breach it's contract with me. They have now charged me $600 for pool repairs when it clearly states in my contact I must be contacted for repairs on one item greater that $250 (see attached).

This company is breaching it's contract with me on a monthly basis with continuing to have zero amount of communication with me.

Our property management  agreement executed by Ms [redacted] specifically states on lines 49&50 that “Broker shall make all reasonable efforts …to collect rents, but does not guarantee future performance of tenant and is not obligated to refund to owner any compensation in the event of a...

tenant breach”.  This is in line with industry standards. The last issue is the landscaping invoice that Ms [redacted] communicates she was charged for.  We do not see that charge posted on her ledger.  If she had been advised there would be a charge I will assure in good faith that I will reverse the charge.  Tenants are responsible for yard maintenance including mowing lawns, sweeping and keeping the yard clean.  It is industry standard that owners are responsible for tree trimming and major landscaping.  Again in good faith as we value Ms [redacted]’s business I will assure the charge will not be posted. Lastly we do our best to respond to calls as best we can.  I will discuss with staff the need to respond timely. Sincerely
 
Kevin K[redacted]
Chief Financial Officer
l us why here...

Review: In 12/2015, National Rental Pros (now Desert Gallery Properties as of 2016) charged me $195 for branch removal on my rental property. My contract with them does not state I am responsible for yard maintenance - the tenant's lease specifically states the tenant is responsible. I contacted NRP & pointed this error out. I have a voicemail from their employee, Mike Baranack, stating this charge was an error & it would be reversed. I have reached out 3 times via email to Mike & the account manager, Romina Rainier requesting this promised refund with no response. In addition, 12/2015 Mike informed me via phone that the tenant (who had a year lease 5/15-5/17) had lost her job & was moving out. Mike stated this would have "no effect" on me because the tenant was breaking her lease & responsible for paying rent until a new tenant was found. On January 18th, I contacted Mike wondering why the monthly rent income that is normally deposited in my checking account each month had not been received. Mike stated the tenant set up a "payment plan" with NRP and would be making a payment 2/15/16 of $250. I never agreed to any "payment plan" & my contract does not mention NRP having the ability to do so. The tenant's rent is $1595/month. I received no money from NRP in January 2016 & incurred a fee from my mortgage company because I had to come up with the money at the last minute. A tenant moved in 2/1/2016 & I received $72 in rent from NRP in February. I have asked Mike & Romina 2x via email for a breakdown of why I received $72 of the $1595 that was paid by the tenant 2/16, as well as where are the funds from the previous tenant's "payment plan" & have received no response. A monthly statement is typically posted on the NRP website. As of 2/19, no Feb statement has been posted. The email addresses work - I was sent 2015 tax docs from them this month. I'm frustrated with the lack of contact & explanations. I want rent from Jan & Feb 2016 I'm owed & the $195 refunded.Desired Settlement: I want detailed ledgers showing where my money has gone Dec, Jan and Feb, the branch removal fee refunded. I want the funds received from the previous tenant's "payment plan" and I would like the payment plan in writing showing NRP is 100% responsible for collecting the funds. If they are unable to collect the funds during the payment plan, then the company must pay me the payments and admit to reimburse themselves from the tenant they allowed to break her lease.

Business

Response:

Our property management agreement executed by Ms [redacted] specifically states on lines 49&50 that “Broker shall make all reasonable efforts …to collect rents, but does not guarantee future performance of tenant and is not obligated to refund to owner any compensation in the event of a tenant breach”. This is in line with industry standards. The last issue is the landscaping invoice that Ms [redacted] communicates she was charged for. We do not see that charge posted on her ledger. If she had been advised there would be a charge I will assure in good faith that I will reverse the charge. Tenants are responsible for yard maintenance including mowing lawns, sweeping and keeping the yard clean. It is industry standard that owners are responsible for tree trimming and major landscaping. Again in good faith as we value Ms [redacted]’s business I will assure the charge will not be posted. Lastly we do our best to respond to calls as best we can. I will discuss with staff the need to respond timely. Sincerely Kevin K[redacted]Chief Financial Officerl us why here...

Consumer

Response:

I have attached the invoice with the charge for $195 and the email discussion with Mike about the $195 branch fee. If there was a credit for $195, I have yet to see it. I have a voicemail from Mike responding to my email stating I would be refunded the $195. My original contract dated 5/3/2015 states I am not responsible for branch pick up costs. There are screen shots of the contracts in the email. The branch pick occurred before I signed a new contract (signed 1/2016)that now has me now financially responsible for this. The old contract is attached as well. The company has not posted my new contract on the owner portal but they should have access to it. I made sure it is EXACTLY the same as my old contract except for the branch pick up.

In the time since filing this complaint, this company has continued to breach it's contract with me. They have now charged me $600 for pool repairs when it clearly states in my contact I must be contacted for repairs on one item greater that $250 (see attached).

This company is breaching it's contract with me on a monthly basis with continuing to have zero amount of communication with me.

Business

Response:

To whom it may concern: To follow up on [redacted]’ follow up complaint, our Property Manager, Mike B[redacted] advises he had communicated via telephone regarding the $600 pool repair fee. The work was required and was completed by our pool maintenance vendor. The telephone contact cannot be verified nor can I vouch that Mike B[redacted] our Property Manager had completed the contact. So we are at odds regarding the pool invoice. I would like to extend an offer to split the invoice and credit you $350 for the lack of documented approval. Going forward we will not initiate any repair work on the property over the $250 limit without your written approval. This of course will have to be compliant with Arizona Landlord/Tenant Act laws.In response to the $192 landscaping clean up invoice. The document you included clearly shows the invoice was not paid but was withheld from your distribution. After this report was run we removed the invoice and did not pay from your account. I am including a statement that shows what income and expenses were posted to your account. Therefore you were not charged for the $192 landscaping invoice. We paid that from our company funds.The last issue is the tenant who left the property before her lease expired. We have one month of rent that is due as the property was re-rented. That amounts to $1595. The contract clearly states that we are not liable for lack of tenant payments, although we do our best to collect. I have enclosed the contract and the specific language is outlined in lines 49 and 50. Our next step in violation of any payment plan would be collections and potential legal. Please note per the PMA contract the owner is liable for any legal costs. Of course if we do collect from the tenant, you will be reimbursed less collection fees and management fees. At this point our collection efforts are internal so we are not incurring any costs.I have attempted to call Ms [redacted] to attempt to resolve amicably, but am not getting return calls.SincerelyKevin K[redacted]Chief Financial Officer

This has to the worst rental management company I have ever seen or dealt with. They are extremely un-professional. They ignore request to get problems with the properties repaired. They do not return your phone calls. You have to babysit them with every issue you have with a property they manage. I will NEVER rent another property that is managed by them.

Review: The company manages a rental property for me. There have been multiple double billings regarding a rental property. Some of the bills have disappeared from the billing statements but are still being charged. I do not understand how past billing statements can be changed. I have attempted to resolve the issue but when it comes to specific bill numbers or invoices I get the "cold shoulder". I was suppose to get a phone call on two occasions to discuss these particular bills and I received no call. The company has acknowledged some double charges, but not all. The management company is not dealing with me but I am the owner of the property. I feel that my property has been hijacked and am being double billed into oblivion.Desired Settlement: I no longer trust this company and I want out of the management agreement. I want my money back from the double charges and I want it to cease.

Business

Response:

This is a very surprising complaint. This customer has been with us for over 3 years and never once had a problem.We have always had all communication through the spouse. During the migration of our new system we had a couple system re occurring billings. We proactively called the client to make him aware of the problem and that we had already taken care of the situation before it would affect them. The client had questions on specific bill numbers but was not sure what bills they were "because he was not in front of his computer" I had requested numerous times for specific questions from this owner that were supposed to be emailed directly to me so I could address any concerns. I was never sent any of the promised specifics. Per our management agreement signed by the client we do not inform the owner of minor repairs under $250 dollars. We pride ourselfes on prompt and efficient service for the tenant and owner in many cases minor however they must be handled quickly. I have also had after hour phone calls any time the owner requested to review the account as soon as a concern had arrisen. When reviewing the billing with the owner the owner was satisfied with what was billed.The owner stated they were satisfied with the services after our conversation. We have gone above and beyond to ensure this property, the owner and the tenant has received excellent and prompt service.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution would be satisfactory to me. I will wait until for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,