On Q Property Management

My husband and I are moving last minute, he is in the military and we were really over whelmed and worried about leaving our home. Thankfully we found OnQ and they have been nothing but helpful, accommodating and understanding. We will be moving over seas soon and have been treated so well we know we can trust them with our home. We are so thankful to have one less thing to worry about, and excited to continue to work with them.

I have reviewed the 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.

First of all, I did not receive the disposition letter for the security deposit within 2 weeks of the walk through. The letter was dated from On Q 4-16-2015. I didn't received it until later than that, although I did call 4 different times before that date and leave messages asking about the refund and no one would return my call. The walk through was done on the 1st. The repairs they claim the property "needed" was not necessary and the pictures provided to me were so small you couldn't make out anything from them. I will go to the company today. I am still requesting my refund. The property was in just as good of shape when I received it as I left it. This company is trying to upgrade their properties on the tenants money and that's wrong.

Regards,

Dear Mr. [redacted],

Upon receiving your application, our agent spoke with both applicants representatives and made them aware that there were two applications submitted. A standard requirement of our company is anyone in the household over the age of 18 years, is required to fill out...

an application with a $45.00 fee. Our agent presented both applications to the owner's. Because both qualified, the owner, chose the first applicant. Unfortunately, if applicants representatives neglect to communicate information we shared with them, that is beyond our control.

We are sorry you are displeased with the outcome of your interaction with us. Because of our commitment to excellent customer care satisfaction, instead of only refunding you the amount of $45.00, for your wife's application, an exception, this one time will be made, and you will receive your requested total amount of $90.00. We hope this will resolve the matter to your satisfaction. Thank you for your understanding.

Sincerely,

Barry [redacted] conducted our routine inspection professionally and courteously.

Rebeccah Arnett has always been very responsive, professional, and OnQ deserves an A+ as a property management company. When my prior tenant suddenly left, they assigned resources to get another tenant within 1 month. Whenever, my property requires attention, they are quick to respond. Their 6 month property assessment is very thorough with multiple pictures to view of each room, with commentary to the condition. It provides an excellent glimpse to the property's condition.

Barry was our house inspector, very respectful and talkative, took pictures of our house and the condition. We appreciate ONQ and all there staff for making our home in Az so enjoyable.

I recently had the pleasure of working with Tanner at On Q Property Management to help find a rental property for my client. He worked a miracle for her! She needed to get into the property the same day and he worked diligently with the owner to make it happen. He even stayed an hour and a half past closing for my client to make it to his office to sign the lease. If not for Tanner, my client's items would have had to go to storage until it could all be worked out. He made a very stressful situation much less stressful by helping my client get into a property on the same day. It was a pleasure working with Tanner. He offers great customer service and can move mountains in a single day! [redacted] - [redacted]

We used On Q property management for about four years on our rental properties, we have complete confidence in all aspects of On Q's management staff. Our agent Rebeccah Arnett works hard to keep us informed of any issue that may arise with tenants or properties. Thanks Rebeccah, we would be more than happy to recommend On Q to any prospective customers.

Curt and Lesley Trulson

I have been working directly with On Q Property Management for 4 years now and they have been awesome to work with. My main contact has Over the years has been Taryn T and she is always on the ball. Great service from a great company!

On q always goes the extra mile to make sure their clients are happy.

John did a great job on the inspection. He was very punctual and professional.

Review: On Q Property management did not return any of my $875 deposit even though I fulfilled the lease requirement.Desired Settlement: I want all or at least some of my security deposit back!

Business

Response:

Thank you for submitting your security deposit dispute in writing. After reviewing the items noted, we have come to a final decision. In regards to the drywall and paint, the drywall and paint throughout the house had to be repaired. The cost to the owner was actually $590 and only $140 of that amount was charged to you. There was a standard minimum charge for the haul off of items left behind at the property that our vendor charges for any trash they need to remove. The charge for the lighting in the kitchen was to replace the bulbs, which you are responsible for. The laundry room shelf was not damaged when upon move in and now has chemical damage to the wood surface and therefore this is a tenant charge. Finally, the window covering the blinds had to be replaced. We were unable tojust replace the blind slats due to the plastic pieces broken; therefore they had to replace the entire blind. There were additional items that needed to be addressed at the home (painting, deodorizer for smoke smell) that the owner could still charge you for. Due to the above items and responsibilities laid out in the lease, we are unable to refund any of your security deposit.

To all Agents, Tenants, Property Owners...A Huge 5-Star rating goes to Tanner L** At ONQ (Property Management). I have b**n an agent for 10 years & have worked with tenants who are extremely frustrated with their experiences finding a rental. I have used Tanner for SEVERAL rentals & can promise you that he is one of the best if not the best! He is so professional & always responds quickly to me & my clients. I love this company & highly recommend Tanner L**! Save yourself the headache & when you see Tanner L** as the list agent, jump on the opportunity to have a transaction that goes beautifully! [redacted], [redacted], Arizona

Barry has walked the premises of the property and has taken many photos in and around the house. He's listenend to all our concerns on what was previously done to the house prior before the current owner and Q-Manament. All have been notated. Barry was great listening to us.

I work with a company that mammoth maintenance uses as a vendor. I am in direct contact with Taryn and she is very on top of things and always willing to help!

DJ Reynolds went over a home inspection with me on a property I was looking at. He was very thourogh and helpful with estimates of what it would cost to repair the issues. I will be definatly refer him to friends and family!!

OnQ Property management company has managed my properties since 2013. It's a great company. The people working there are very professional. My property manager Rebeccah Arnett is excellent. She always resolves issues promptly and smoothly. She is very kind and thoughtful to the tenants. OnQ takes good care of my properties. I am very lucky to have found OnQ and would highly recommend it to every one.

Russ with On Q Property Management is awesome. He is very thorough and has made the home search and buying such a pleasurable experience. He is very knowledgable and I would highly recommend his services to my family and friends who are looking To purchase a home

I work with Mammoth Maintenance and Taryn Luck, a division of On Q Property Management. This company is well organized and very easy to do business with.

Barry did a great job. Very professional.

Very helpful.