Performance Properties

Everything that is one star is totally true, I am sure. It takes a lot of being s..t on to go this deep. Fellow s..t-upons, you have my sympathies, I know how you feel. Future applicants, beware! This one is a doozy! The owner hired PPI to rent out their property...but it was not ready. We accommodated the owner and PPI to the tune of 6 weeks lead time before move-in giving them $4500 deposit 6 weeks in advance. The owner wanted to do renovations. With 3 days to go before move-in the property was nowhere near ready and they terminated the lease, when they knew we had to vacate our home based on the agreed time-line. These are bad, bad people, period. They got humongous deposit 6 weeks, in advance, could not deliver, and terminated, knowing we had to vacate our current home. Your concerns will be treated with disdain. If you complain you are red-flagged (their term, not mine). This is the reason they terminated the lease, I was not a "good fit," because I complained about the terrible service. You will get the same treatment. This company has operated for years and year with the same old story. How are they still in business? Tell me, what kind of people do this? You will surely be treated the same way. Beware and don't say you were not warned. No matter how much you like the property, PPE will give you nothing but heartache.

Complaint: [redacted] I have responded to Trina from PPI with the following email, with further questions and comments I have.Trina,This is in response to our phone conversation of [redacted] and to your email of the same day, regarding my requests for information about security deposit charges at NW 213th Ave I am thus far not "disputing" the charges, only asking questions.I have numbered and bolded particular questions that I hope you will respond to, though that of course should not rule out your responding to implicit questions that arise out of my comments.In that conversation you told me the owner told you the carpet was about years old I asked if the refrigerator door had been replaced You said that Oregon allows you to charge for "damages" without actually getting the work done I said that the spirit of that law was that you would eventually get the work done and that a company with professional practices would not charge for "damages" without intending to get the work done You said that you did intend to have the refrigerator door replaced See below for my response to your email about the fridge.You asked me about the sprinkler system issue I had, where our charges for four months (during the summer season) for water were tripled or quadrupled and a leak in one sprinkler system line was only found (by the landscaper) at the beginning of the following season after the sprinklers came into use again You asked if I had attempted to get part of those charges refunded by the water company and I said "no" and that--due to PPI's requiring a new lease the second year even though the owner had already had the benefit of our long-term tenancy--we were forced to break the lease and most of our household had already left so that I had to do ALL the cleaning and moving of furniture and have since then been moving in up in Seattle and haven't had time for that work You said that you would look into getting us some relief with regard to those water bills We've since received a check for $from PPI with no reason noted on the check.I sent you an image of our water bills for the period in question It is also attached here That was two weeks ago Has there been any result from your intention to look into the water charges? What is the $for?You stated that PPI did not charge us for cleaning the carpet and that therefore the carpet replacement was cheaper in the end However, that seems to indicate that there were carpet cleaning charges--but the document for carpet cleaning and repair provided is only a quote Were any carpets cleaned? Or did you mean that you normally would have charged for cleaning carpets that were replaced and not actually cleaned just because your contract says you always charge for carpet cleaning?In your email you say, " Please note in the manual that was provided with the refrigerator at delivery to the property": Wash stainless steel and painted metal exteriors with a clean refrigerator sponge or soft cloth and mild detergent in warm water" However, the manual has a special NOTE in bold "Do not use abrasive or harsh cleaners on plastic parts, interior and door liners or gaskets Do not use paper towels, scouring pads, or other harsh cleaning tools." It does not contain such a warning with regard to the exterior of the refrigeratorI am a lady on Social Security who has NEVER bought a new refrigerator and have never had a stainless steel one It may seem obvious to some people--once you have information you tend to believe everyone knows the same information--but I did not know about stainless steel refrigerators We are around stainless steel in the form of faucets, sink basins, drains, and I never took any special care of those and never noticed that they suffered from it This is one of my main criticisms of PPI: PPI never, in two yearly inspections, actually tested the smoke detectors PPI did not service the sprinkler system The method of operation seems to be to let the tenant make mistakes so that PPI can then charge them for it or let the liability fall to the owner (As when we asked PPI to evaluate the safety of the very old trees and they were not taken care of until the landscaper told the owner they were dangerous.)Thanks for the receipts from the paint/carpet store place (Sherwin Williams) and for the quote from the carpet cleaning/repairing place (J C Carpet Cleaning).In the latter, can you tell me: Why there are "Urine Treatment" items in the quote? Were rooms affected by urine? Also, what room or rooms were the carpets replaced in?The following statement is in your "Move Out Info and Approx Charges to Deposit" letter:"Carpet is expected to last years If the carpeting was new when you moved in and needs to be replaced you will be charged: 100% if < months..." and so on for other age ranges.However, HUD guidelines say carpet should be replaced every years (A quick google shows this.) In fact, although the carpet looked good, there was a fraying part around one door--that's indicated in the quote--and the stairs and landing were dingier and the pile was not as springy as the rest of the carpet--suggesting that replacement soon was indicatedSincerely, [redacted]

Greetings from Performance Properties Thank you for the opportunity to reply to Mr [redacted] complaint regarding his tenancy at [redacted] Mr [redacted] occupied a unit in a building with a strict no-smoking policyThroughout his tenancy, PPI received numerous complaints from Mr [redacted] neighbors about his continued cigarette smoking inside of his unitWe sent letters to Mr [redacted] on 10/10/and 11/18/reminding him of this policyOur employees verified the strong smell of cigarette smoke at his door on several occasions throughout March and April During March, a non-smoking neighbor in a unit adjacent to Mr [redacted] was forced to have clothes which had been stored in their closet dry cleaned; the saturation was so intense that the smell traveled through the crannies of this old building and into their closetThis problem stopped as soon as Mr [redacted] moved At his election, Mr [redacted] was in a month to month rental agreementHe received a day no-cause notice to vacate on April 24, which stated that his tenancy would terminate on 06/29/He asked to know why his tenancy was being terminated and was told only that he had received a no-cause notice of termination Unfortunately, no key was dropped off at our office, nor did we receive a day notice to vacate as required by the terms of Mr [redacted] leaseNeighbors reported seeing Mr [redacted] move out and his May rent was not paid, so I reached out to him on May to see what was happeningI later received a voicemail from Mr [redacted] explaining that he had moved outWe sent a Confirmation of Termination letter the same dayBoth the day notice and the Confirmation of Termination letters request, in bold, a forwarding address so that we may continue to communicate regarding matters related to the apartmentBoth of these letters were emailed and mailed to Mr [redacted] We did not receive a response to eitherThere was a tremendous amount of smoke damage in Mr [redacted] unit, and it was necessary for us to seal the entire one bedroom apartment, including ceilings and the insides of all cabinets and closets, with Kilz sealant before fully repainting the apartmentThis work took several days at a cost of $ We are obligated to send a final accounting for any held deposits within days of the end of a tenancyWe sent Mr [redacted] final accounting to the last address we had on file for him, his unit managed by usThis is often successful - tenants will frequently complete a USPS forwarding order when they move to an address so that mail sent to them at an old address will reach a new addressIt seems Mr [redacted] did not complete a forwarding order, as he reports he did not receive the final accountingHis final accounting listed the charges as follows: Unpaid rent: $(note that we did not charge days from our receipt of his notice, which we are entitled to under the terms of our lease agreement) Cleaning: $ Painting: $ Deposit: +$895.00============== Balance owing: $ In addition to his Deposit Disposition letter, we sent follow up communication to Mr [redacted] on 06/18/and 07/21/informing him that it was necessary for him to pay the amount owing or set up a payment plan with us, else a 50% surcharge would be added and the account would be forwarded to an outside collection agencyWe never received a response, and on 08/18/the account was forwarded to collections Upon discovery of this item on his credit report, Mr [redacted] did contact our officeHowever, he was extremely upset and combativeHe indicated he would not be willing to terminate our phone call unless I agreed to forgive his debt and unless I admitted that I had previously said he was being asked to move due to a remodelWe were at an impasse, as I could do neitherI informed Mr [redacted] that I would be terminating our phone call and advised him that all objections to final accountings must be submitted in writingI also informed him that given his mischaracterization of our prior communication, all of our future communication would need to be in writing so that there would be a record of what was said to whom and when Performance Properties serves thousands of tenants and property owners each yearMy personal ethic is that by providing excellent service to our tenants, we achieve greater profitability for the property owners in our portfolio and, in turn, more success for usWe pride ourselves on providing excellent customer service in every direction both because it's the right thing to do and because it makes the best business senseUnfortunately, in this instance and despite our best efforts, a satisfactory resolution was not possible This outstanding debt has been sent to an outside collections agency and is no longer ours to forgiveMr [redacted] has been advised that in order to address the debt on his credit report, he will need to contact Atlas Financial Services at 1-800-758- Once again, thank you for the opportunity to respond to Mr [redacted] complaint, and please let me know if you require further clarification on any of the above Regards, Brad C [redacted] Portfolio Manager

I understand that [redacted] did not contact the past tenants back when they first addressed this issue on 06/22/ I took over ***’s place here at Performance Properties, Incon 07/14/and was not aware there was a dispute on record I contacted the past tenants on 10/14/when I received their email of complaint in regards to their Security Deposit Refund They requested that I provided them with the cost of the maintenance charges and the reason for the carpet cleaning I gave them detailed information on the maintenance charges; the reason for the carpet to be cleaned; and I also included: the MoInspection Report, the Move Out inspection Report, and the Conformation of Termination letter detailing what needed to be done before move out The tenants gave us a deposit in the amount of $and we refunded $to them Here is my response to the tenant on 10/14/2015: “You stated that you wanted a breakdown of the maintenance items that we charged you $for (please note that the charges should have been higher):Removed items from the property left behind by the tenant: fire pit, wooden bed frame, traffic cones, broken hose reel, satellite dish, and garbage.Remove child seat from half bathroom toilet and install new standard toilet seat.Remove stickers from the door in bedroom.Random light bulbs throughout Carpet Cleaning: The Confirmation of Termination notice that was provided when you submitted your day notice outlined what needed to be done with the carpet as well as your lease (Page 3, Section 10a)A professional carpet cleaning company needed to be hired to clean the carpets for the next tenant The [redacted] that you rented was not considered as professional cleaning and was not accepted The carpets were brand new when you moved in and there were several stains that needed to be addressed.I have attached the Move In Condition report that you signed as well as the pages of your lease agreement and confirmation of termination that addresses carpet cleaning requirements The current charges stand and we will not be making any adjustments.”We are not in the habit of keeping our tenants’ Security Deposits unless deemed absolutely necessary These charges were 100% necessary to bring the home back to habitable condition for the next renterPlease let me know if there is any additional information that you need from me.Regards,Emily S [redacted] Performance Properties, Inc[redacted]

The leases that you signed on 12/4/2012, 12/4/2013, and 1/1/all state the same thing about the carpets needing to be professionally cleaned at the time that you move out (Page 3, Section 10a) It was also stated in the Confirmation of Termination what needed to be done to the carpets upon your move out (Page under the section for Carpeting) Jenny in the Leasing Department knows the answer to that question since it is our Company Policy to have the carpets professionally cleaned at the time someone moves out The next tenant would not want to move into a property where the carpets where not cleaned in the proper manner Since you lived in the home for over years we had to get the carpets cleaned properly and not by a [redacted] Machine To have the carpets professionally cleaned it was $and that is what we charged you.The maintenance break down for the $in charges followsPlease note the total is over $100.00:Parts:Light bulbs throughout home $14.00New toilet seat to replace Child seat $ Dumping items left at the home $45.00Total in Parts $ Labor:Is charged at $per hour with a one hour minimum; also stated in Lease on Page 3, Section 10bhours to take care maintenance items, purchase items that needed to be replaced, and haul items to the dump.Total: $150.00Grand Total for all Items $235.00I addressed this grievance in a timely matter when it was brought to my attention Jon T [redacted] received two emails from you in regards to this grievance dated 6/22/and 7/2/ The next email we received was on 10/14/when I addressed the matter right away Once again, we are not in the habit of keeping our tenants’ Security Deposits unless deemed absolutely necessary These charges were 100% necessary to bring the home back to habitable condition for the next renter Regards, Emily S***

Complaint: [redacted] I need more information and responses to questions/comments.Your comments are in bolded quotes followed by my response in font Items that ask for a response from you are numbered, bolded and italicized."As for the refrigerator that was nearly new that you damaged this is your responsibility as a tenant to pay for the damagesThe information that I stated in the prior email in regards to cleaning the refrigerator came from the manual that was provided with the fridge and again as stated could be easily found on lineI do understand that you did not mean to damage the refrigerator, but damaged it was and the damage needs to be paid for." Your email of 1/did repeat from the manual the phrase: "Wash stainless steel and painted metal exteriors with a clean refrigerator sponge or soft cloth and mild detergent in warm water" I paraphrased the same language in the letter your were responding to However, that was in small font Before that, in bold and large font, a NOTE said never to wash interior plastics with abrasives (I tried to attach an image of the manual but it didn't work.) Why did it not warn against abrasives on the exterior? In any case, one does not read manuals for common sense things like how to clean an applianceWhy in God's name did you buy a stainless steel refrigerator for a rental if they are so delicate? And if the damage is so expensive, why did you not warn me? That expense does need elucidatonThe website of the repair surface you said you used, Detail Difference, says "Minor Surface Repairs" Here is the information published on the website of another surface in Oregon, Stainless Steel and Glass It is on their FAQ page for stainless steel repairs https://www.surfacetechnw.com/stainless-facts "Refrigerators are typically more expensive in the first restoration because the entire surface needs to be re-grainedThe cost range for "first-time" refrigerators is between $and $400." Please explain why you did not choose to repair the refrigerator