NMP Products, Inc.

At Rental Advisors, we aim to provide Owners and Landlords with full service property managementWe are a professional property management company managing all aspects of renting residential properties of owners/ landlords including lease and rental agreements, advertising properties, screening
tenants collecting security deposits and rent and ensuring repairs and on-going maintenance of the property is arrangedAlongside, we also offer tenant services by helping people rent quality properties that are professionally managed by us.In order to provide professional services to our landlords and tenants, we have some standards procedures that we followWhen we advertise properties for rental, we start getting calls to book showings and if the tenants consider the property, they have to put in an application (Online or in-person in the office)An application fee of $is charged for this as we use the application to conduct our tenant screening process which involves credit score check, previous employer check and current/ previous landlord reference checkThis is also informed to our callers when they call to book a viewing of the property they prefer. We have a number of properties advertised for which we receive multiple calls on a daily basis from prospective tenants to book viewingsWe also face several inquiries about the property, like pet conditions or even rent reduction or incentives as mentioned by this customerHence, we always let the callers know that they have to view the property and apply with us in order to further negotiate on the rent.The same process was followed for this customer as wellWe cannot negotiate on the rental amount with the owners even before receiving an application or having an approved applicant.Additionally, once our tenant screening process is completed, it also depends on the owner if he/ she would like to approve the applicantIn this case, the customer had a good credit score, but the company she works for is overseas and we were unable to check her employer referenceShe also sent us the bank statements in which amounts were transferred via Paypal, which cannot be considered as salary statementsWe also checked online about this company but were unable to find such a company online, thereby not meeting our standard requirements of employer reference.In this situation, if the customer has to be considered as a tenant for this property, the owner has to sign a waiver thereby approving her as a tenant in spite of not meeting our standard requirementsWe were waiting for this approval from the owner in order to get back to this customer, which is why it took some extra time in reverting to her on the status of her applicationShe placed an application online on 28th Jan It takes us 2-business days to have this processedFurther to this time, the owner took some extra time to consider the application, but later declined itHence, we informed her about her application status on 7th Feb 2017.The information requested from applicants on the application form are kept confidential and are requested solely for the purpose of our tenant screening processHowever, since the customer is disappointed with our processes and feels that her privacy has been invaded, we agree on providing a full refund of the application fee, $Our apologies for any inconvenience caused due to this matter

The owners of [redacted], Edmonton AB signed the property management contract with us on 31 January 2017. When we received the property, it was not in a clean or ready to move-in condition, which is a requirement when signing up for our service as per the owner's agreement. (Clause 9 on...

owner's agreement). We advised the owners that we are unable to take photos of the property to advertise it as it required extensive cleaning. We emailed the owners with some photos of the property for their reference and offered the owners to get the property cleaned as per our standards for an estimated amount and the owners agreed for this. The property required extensive cleaning, carpet cleaning, kitchen and appliances cleaning, windows & baseboards, cleaning of bathrooms which was done by one of our contractors. Though we estimated an amount of $400 for cleaning, it went up to $609.84 (including 10% admin charges & GST as per our property management contract).The property also required junk removal work to be done in the yard and the garage as there were plenty of toys and other things left. We also have photos for this and asked for the owner's approval to get this done but they refused.Since owners did not approve for further cleaning or junk removal work, we had our Property Manager to take photos and we had this property advertised by March 1st after some portion of the cleaning was done.We had showings booked for the property and the comments and feedback from the viewers who came to see the property was regularly emailed to the owners. Most of the viewers who attended the showings indicated their concern that the property was not in a clean or ready to move-in condition and this message was clearly communicated to the owners, although the owners were not approving it.Rent reduction and the one month free incentive was a suggestion given to the owner due to the current market condition & also the rental amounts of similar comparable properties. This was suggested at our best interest to have the property rented and avoid any kind of vacancy period. It was not done as the owners were not interested in it.On April 4th 2017, the owner requested for termination of services. The termination package with keys and all documents was prepared and we informed the owner that she can collect it as of April 13th 2017.- $609.84 was charged for the cleaning services.- $551.25 was the administration fee charged upon signing which includes taking photos, advertising, showing properties to prospective tenants, running their tenant application and other services for initial sign up and this is a non-refundable fee as per the property management contract. (Clause 6 (B) on owner's agreement, repeated in Clause 8 also)Since the owners were unhappy with our services, we agreed to reimburse our administration fee of $551.25 which is non-refundable as per the contract. But the owners also claimed for the cleaning charges which is the amount owed to our contractors for the cleaning services which unfortunately cannot be reimbursed to the owner.As stated in the owner's agreement (Clause 23, Limitation of liability), we take all steps to ensure the maximum revenue is received from the property, however we are not responsible for any lost months rent due to vacancy, hence we are unable to provide a compensation of $1700 for 3 months as stated by the owner.All communication to the owners from everyone in our company was professional and was clearly to update them about the status of their property's viewings and maintenance. At a later stage, when they were upset with our service, we contacted them to offer a reimbursement. No calls were unprofessional or hung up.If the owners would accept, we are still willing to compensate $551.25 to them which is the reimbursement of the administration fee charged to her.

[redacted]
I have reviewed the response made by the business in reference to complaint ID [redacted], a[redacted] I do again request the immediate return of the fee that I have been charged, in lieu of the many other things that have also taken place here that I did not agree to just to get a simple question answered. 
Sincerely,
[redacted]