On Q Property Management

We have recently moved acquired On Q as the manager of our property in San Tan Valley. So far they have met our expectations and we are most pleased with their service. We switched property managers because we were unhappy with the previous company. On a scale of 1-10, we would rate On Q a 10 with what we have experienced thus far.

Went through a two year rental period with OnQ. Never bothered them to fix any issues other than a leak in the ceiling and electrical problem. The house had several issues in which we listed most in our contract. When it came to moving out we spent hours cleaning the house inside and out as well as paid to have the carpets professionally cleaned. We had our final inspection to move out which was 12 days prior to our lease ending. The inspector walked through and checked everything and said everything "looked great". We expected our security deposit back in 7-10 business days as stated in our final move out checklist but apparently they meant from the end of the lease agreement. When we received our security deposit 23 days after the inspection we noticed they charged us $260 for general cleaning and another $527 to apparently change out light bulbs which we did, clean the outside of a small drop in grill which we did, wash the garage floor which we did, and other minor things such as adjusting a light cover. We were never notified in the 12 days we had paid for in which we could have addressed these issues. Immediately following inspection the house was resisted for rent and I'm positive we had traffic going through prior to the lease end date. When we were still living in the home they had begun to show the home. I would not recommend renting from any homeowner who lists through this company. They are there for the homeowner and not the tenants. They are rude on the phone for any small question. They do not disclose major issues verbally but will sneak it into the contract after you have already given earnest money.

I am presently in the beginning stages of renting. this is my very first time ever renting a house but I am sure this is just not professional. First off when inquiring about the company I asked the realtor if they had a local office in phx because I needed to drop off my bank statements to them the realtor told me NO then I so we proceed to converse via email. the realtor continuously asked me who was moving in the property making me feel unsettled. and if I was sure that it was only going to be my son and I moving into the property. I continued to reassure him that it was just my son and I as I had stated on my application. So I contacted his manager and he treated the issue as it was nothing and just blew it off, just as he did the about the statement the realtor made saying that they did not have a local office. So now comes the point where the deposit had to be paid so again I ask [redacted] if they have a local office being that I could bring my deposit to feeling that I need to see someone before I give these people my money. Mind you at this point I still haven't seen the inside of the house as yet other than online. and going there physically myself to view the community. at this point no one in the company still hasn't attempted to make arrangements for me to see the property. finally after telling me No they don't have a local office to take a picture of my money order and text it to them and then send it in the mail and they would go ahead and take the property off the market. I said no that I wanted to come in the office being that I hadn't seen anyone in person concerning this property and I wanted to make sure this wasn't a scam. He finally told me that their address was at the bottom of his email which was in very small text. I got the direction put them in my GPS just to find that they were located 15mins away. from my current residence. I go into the office after being greeted by an apologetic and extremely kind receptionist the manager comes out and states he doesn't know why the realtor kept asking me who all was living in the house and continued to take payment then stating that my 800.00 deposit and holding fee was none refundable. So I proceed he states that the realtor had sent the deposits and rents to me via email which I never received until I inquired about then I emailed him back to find out when I could view the inside of the property he gave me 2 date before I actually got a date and time. I was new to phx and I didn't know much about surprise so the Tuesday we were to meet the realtor emailed me several times never exchanging number so I could call just in case something happen. Go figure I attempt to meet him at the house and get lost he gives me several wrong direction after I got lost trying to find my way. so he finally calls me and attempt to help me find my way still giving me wrong directions and turns telling me I was still 20 mins away from the house. when come to find out I was less than 5 mins from the house so he and his boss call and inform me that he has to leave he has other appointments I said okay thank you and bye the manager called me continuously I stated I was by the house in my GSP couldn't work with us on the phone to give me a min. so I could find the house and I would call him back. finally finding the house I call him and he tries to give me the lock box code but it doesn't work. I try several codes and several times but still no entrance. so after getting very frustrated I tell him I am just going to leave because I had my year old son with me and he was more than aggravated. so I leave, after reaching the highway getting on driving a distance the manager calls me back and ask me if I wanted to wait there 20 min and the realtor would come back to show the rental I said no because you guys just stated he couldn't wait for me because he had other appointment so he's to go to his appointments. so the manager continued to state that my fund were none refundable asking me if I was just going to walk away from the property just like that at this point I am confused I stated I haven't signed any lease agreement or anything and my deposit is still none refundable he states yes you were approved and it goes towards my move in cost. So I have less than 10 day to either move in or loose my 800.00 dollars to a property I haven't ordered any furniture for nor have I seen the inside. Nor have they informed me of anything I need to do before moving in like getting lights connected or water or gas. I am clueless and no thanks to On Q for this Horrible experience that I have occurred dealing with this rental company. this has really taught me a valuable lesson and I am no longer ever interested in renting anyone else's property I can only imagine what I will have to deal with during move out if I move in this property. dealing with On Q has been a nightmare.

I am not a client of this business but a tenant of Shalimar Sands Rebeccah Arnett managed for On Q Property Management. Our apartment complex went through multiple ownerships. We paid our pet deposit and security deposit to the first management company Holiday Properties. We signed our lease with them which includes a clearly stated list move-out policies. According to OnQ move out policies we were supposed to pay for a professional carpet cleaning. We borrowed my mother's carpet cleaner instead because we are poor people!! The apartment we were renting had old dirty appliances and cheap carpet which we took care of! We were never told to clean to a different standard we were told our lease would be upheld. After we moved out we were scrambling to make money for our new apartment. We could not schedule a walk through. We just wanted our measley 200 dollars back so we could pay rent to an apartment complex that listened to emails and calls, and upheld their leasing agreements. This was our first apartment. They tore holes in our walls which they never fixed and also stained our carpet black which I informed management of. I left the key with a forwarding address which they lied about not receiving because they did receive the key and it was written on the envelope the key was in. I have never been so cheated and scammed.

I rented a property in Mesa with them for the past year and the quality of service has been excellent. I had to move to a bigger place due to a relative coming to live with me or I would have stayed. Very professional and my contact, Austin and the rest of the team were world class professionals. OnQ Property management gets my recommendation wholeheartedly.

Review: First of all, I own two homes myself but we have been renting bigger homes than we own because we are foster parents and needed the extra space for the kids. I walked through the home and it was in overall good condition. There were obvious marks on the walls and walls needed to be wiped down and such but I wasn't going to nitpick because I realize it it a rental. I did comment on the carpet in one bedroom especially because it had track marks going in that looked dirty. The company said they had a receipt for carpet cleaning so I dropped it. We moved in and everything was fine. It took a while to get the pool key and when the dishwasher broke I submitted 2 to 3 requests to have it fixed. Eventually they did fix it. We paid for pool service monthly. Maintenance of the pool was not covered either so we would have to pay for filters and the tile around the edge of the pool started to come up I paid for that as well because the pool guy said once that comes up it will cause all of the tiles to start coming up and cost a lot of money so I handled that so it wouldn't cost more down the road. I am a detailed person so I never took pictures of anything because I have never NOT gotten a deposit back. Landlords usually thank me for taking care of their home. When the lease was up, we ended up moving back to one of the homes that we own because we decided to close our foster care license and just have our 4 kids. Our lease was up on March 31st, 2015. I had the walk through inspection on April 1st. I had [redacted] carpet cleaning come out at 7 am on April 1st. I had spent days cleaning the house prior. I cleaned bathrooms, laundry, wiped down walls, cleaned all blinds throughout the house with soap and water, cleaned ceiling fan blades, window seals, wiped down inside all cupboards, swept and mopped house, pooper scooped the back yard. My husband just trimmed all shrubs and blew debris about 4 or 5 days before we moved and he is very detailed as well. We patched holes in walls and used the paint that was in the garage cabinets from the landlord to touch up where we patched. Also wiped down all baseboards. My sister came over and helped clean the windows inside and out as well, except for windows with screens. I know from experience that when you touch up paint even if its from the same can sometimes it doesn't match exactly just because of the time that paint has been on the walls. It changes a little. I did call On Q and talk to Rebecca asking what their expectation was on patching and painting. Did they want me to just patch and they would paint or do they want me to do both. She told me to do both. She did say make sure the paint matches. I told her there was some paint in the garage that I would use that is what the landlord left in the cabinets. I put a very light coat on the places that were patched because I knew that it would possibly be a little different over time. There was a very slight difference but not enough to justify repainting the whole house. The walls were not perfect when we moved in. The house was move in ready when I left. I did the walk through with a young guy that took pictures and tested everything. I asked him how it looked. He said it looks good. I asked if he thought I would get my deposit back and he said I would think so, it looks great, but don't quote me on that. We did not have time to replace the filters and my husband did not know where his garage remote was so I was expecting to get charged for those things. I did tell the guy that the doorstops don't always catch the doors so it's easy to get marks on the walls from door handles. They went overboard and replaced all doorstops throughout the house saying that they were damaged. They charged $200 for landscaping that my husband already did. They charged 1600 for repainting the entire which was not needed. My husband replaced all light bulbs but they said two lightbulbs were out charging us 16.00. $10 to clean the debris in the garbage disposal, etc. There were so many unnecessary repairs that they took most of our 2100 deposit and sent us a check for 159 which was an insult. I called on 4 different occasions to the office after move out and no one would return my call, they just sent us the paperwork in the mail with the check. I have plans to take the check back to them because I am not accepting that insult and taking them to court.Desired Settlement: I want to be refunded the deposit minus a charge for the filters and the garage door remote.

Business

Response:

In regards to the property at [redacted] and the tenant [redacted]'s complaint:The only items the tenant was charged for was:Removing debris from disposal, missing doorstops, garage remote, burnt out lightbulbs, replacing dirty filters ($141 parts and labor)- These were all items that were tenant responsibleInterior painting ($1600) We shopped three vendors trying to find the best price to repaint the walls that the tenant had touched up with paint that did not match. The tenant had spoken to her property manager about what was required for painting and was told that they do not need every small nail hole touched up as there is normal wear and tear. However, if there are large anchors or an area that has several holes it needs to be patched and painted. Upon move out there was touch up paint through out every room of the home and it did not match. The home is almost 2,300 square feet and the owner did not charge the full cost of the paint to the tenant. Landscaping: There was fruit that had not been picked up from the fruit trees and some additional landscaping debris. The charge for the landscaping was $200The home was not returned in the condition that the tenant received it so they were charged for the tenant caused repairs. Per the security deposit disposition the tenant can dispute any charges with written notice within 10 days. The tenant did not ever contact our office to dispute the charges. The disposition was sent out within the 14 business days that is required. We have reached out to the owner to see if they are willing to refund any additional funds but have not had a response at this time.

Consumer

Response:

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,

Business

Response:

Per the [redacted] Article [redacted] The security deposit must be returned minus any outstanding rents and charges including damages that were tenant caused within 14 days, excluding Saturdays, Sundays and other legal holidays. This means that it has to be returned within 14 business days. The tenant handed over possession of the home on the 1st of April and 14 business days from then is April 21st. The refund was mailed out prior to the required date per the landlord tenant act. The tenant is able to dispute any charges by submitting it in writing to our office. To this date the past tenant has not sent anything to our office or contacted our office directly.

On Q Property Management did not fully ensure that a property I had leased with them rented out as soon as possible. When I was forced to terminate my lease with them, they ensured me that I would be receiving my security deposit within a few weeks, as the home I was renting would quickly rent. After I was forced to sign a lease termination agreement, On Q Property Management raised the rent on the home I was formerly renting. As a result, the home is still for rent today. Office staff has been very short with me over the phone and through emails. This problem has not been resolved, and I am not sure it ever will. Please think twice about signing a contract with this company. Leasing a home should be a simple agreement, and finding a renter in the [redacted] area should be easy. My experience with On Q Property Management was anything but easy.

I am writing this review to warn anyone and everyone not to conduct business with On Q Property Management. Throughout my dealings with staff at On Q Property Management I was treated extremely rudely. My family rented a home through On Q Property Management, and is still currently trying to resolve an issue with this company.
When we signed our original lease, we agreed after one year, our lease would go month to month. My husband works in a job industry that requires us to move about once every 18 months. When our one year lease was up for renewal, we made it clear to On Q that we could not sign another year lease, as it was very likely that we would need to end our lease before the year was up. Multiple members of On Q staff told us this was completely fine, all we had to do was give 30 days notice. We were told that we needed to sign a "Lease Renewal Agreement" just for the sake of paperwork, and if we did not sign it we would be evicted. Because we have two young children, we signed the paperwork instead of risking eviction. After signing a "Lease Renewal Agreement", we felt confident that we were on a month to month basis. Four months later, just as we predicted, my husband was transferred to a different city, 200 miles away from our home in Phoenix. It took us two weeks of calling constantly to reach someone with On Q to get start the process of ending our lease. We were told that all we had to do was find someone to rent the home, for the same price we were renting it for. We were promised that the home would rent quickly, and not to worry about it. On Q had us sign a "Lease Termination Agreement", and assured us, again, that it was just a formality. Several members of On Q staff told us the rental rate for the home would remain the same as we were paying. We listed the home for rent for the amount we were paying on many websites including Zillow and Craigslist, and had people calling and emailing us non-stop. We even showed the home to several families who told us they applied with On Q, and were excited to rent the home. We felt confident signing the agreement because we trusted On Q, and felt that the home would rent quickly. The day after we signed the "Lease Termination Agreement", On Q relisted the home for $100 more than we were paying, making the home extremely overpriced for the neighborhood the home was in. The home is still on the market for rent, almost two months after we left. We are accruing late charges daily, and all attempts to come to an agreement with this business have been ignored. On Q is still holding our security deposit, we have given up on ever seeing that money. We cleaned the home for hours after moving out, the home was in great condition. The move out inspection was done without us present, and listed the home as being extremely dirty. We made a mistake trusting On Q Property Management. I hope that even though our family was and still is being hurt by this business that someone else will read this review, and will think twice about renting with On Q Property Management.

I recently sold my old home and purchased a new house in less than 1 months time thanks to the team at OnQ. I was recommended to use them by a friend and they did an amazing job. I normally don't go out of my way to rave about my experiences with a company, but I walked away so happy from both deals that I wanted to recommend them to all of my friends and family. [redacted] and [redacted] are who I worked with and they were very professional and knowledgeable. If you are looking to rent, buy, or sell, OnQ will not dissapoint you.

Review: ON Q property management is hired in the middle of the contract. They set absurd rules that were not signed by both parties. Return of home was better then move in. Company still kept fund as they made up new charges. This is not how a reputable company does business. HUD lawyers and handicapped citizen laws of ARIZONA not followed.Desired Settlement: $391 and $771. 55 for deposit and repairs

Business

Response:

This issue has been resolved in entirety. The owner of the property has reimbursed the full amount requested. With On Q taking over the lease mid-term there was a confusion about allocating security deposit damages. The tenant rightfully responded to the security deposit disposition and through further research and information provided by the owner, the full deposit and $391 has been refunded.Thanks,

Review: They listed a property [redacted] on [redacted] for rent. They already had one applicant but they still accepted the second application by me with 45 dollars as application fee. When my broker contacted them, they said they will also like my wife to submit another 45 dollars. After accepting 90 dollars for application, they said they will give house to the first applicant. When I asked to refund the money, they say that it has gone to a third party for credit verification, so can not be refunded. Neither they have provided any credit report.

If they already had a prospective tenant, they should not have taken second application, on top of that, they should not ask to pay second 45 dollars for my wife.

I serve in [redacted] reserve as a physician, and I find this very unfair practice of this company.Desired Settlement: Once an application is under consideration, they should not accept the second application.

Business

Response:

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,

Account Manager refused to reduce my advertised rent after requesting it in writing which I believed prevented me from renting my home earlier therefore costing me money. Company encouraged tenant to issue a 10-day repair notice for a $1,500 water softener that was not listed in the rental agreement and certainly wasn't a major appliance, plumbing issue and didn't affect the habitability of the home. It felt like they were looking to make additional money from repairs. All brand new appliances, plus new furnace and ac however tenants still complained about a "loud" fan and irrigation zones that weren't working that didn't exist. What tenants demand soft-water? Seems fishy.