Raines Property Management

This property management company does not deserve one star, but I cannot post this without giving a star.
The property is nonsmoking. They allow tenants to smoke inside their apartments, which filters into neighboring apartments. We sent emails, had phone calls and met in person with management about the smoker in the unit beside my daughter, nothing was ever done about it. The air conditioner is centrally controlled, you will not be cool in the summer at all. You will NOT receive your security deposit back. The company will charge you for painting, replacing carpets and various other items that will eat of most or all of your deposit. My daughter had an apartment leased for 2019-20 in November of 2018 and the apartment was leased away from her. We had to scramble in JUNE to try and find another place to live. Do NOT use this company ever. There is nothing good I can say about the quality of service that they provide.

Review: We have rented from Raines for 4 years here and my wife rented on her own for 4 years before that. We had to sign a contract in December for the next year starting aug or sept of 2016. At that time we were thinking of buying a home and I explained our situation to a lady at the front desk and she said they would work with us if something like that were to happen. Now it is april, our new contract doesn't start until September but they will not let us out of the contract even though it hasn't even started yet. They said the only thing we can do is sublet and we have to find someone. I understand finishing out the current lease but why we cant get out of one that hasn't even started yet is beyond me, especially since we have never been late with any payments. They should understand that sometimes people may not know exactly what will happen when they have people sign a lease 6 months in advance, especially when it comes to buying a home.Desired Settlement: Be released form the new contract which starts in august.

Business

Response:

Mr. [redacted] entered into a contract and we are adhering to the terms of the contract.

Consumer

Response:

I have reviewed the response offer 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.According to Virginia law, Va. Code Ann. §§ 55-248.33, 55-248.35 if I give notice that I need to break the lease, the leasing agent is responsible for finding another renter as soon as possible and my obligation is only for the months not rented. (Virginias mitigation of damages clause) I have given notice that July will be my last month and have paid $100.00 for advertising to the rental company. I feel 3 months is more than fair to find a renter especially with an inflated cost of $100.00 to advertise. All I am asking is for the company that I and my wife have dealt with for eight years is to treat us fairly. When a man realizes the American dream by purchasing a home, the last thing he should expect is for the company he has done business with for so long to want to push him down in the dirt.

Regards,

Business

Response:

Although a lease extension was signed, if we can secure new applicants we will take it under consideration to end the [redacted]'s current lease. It is the current lease holders responsibility to find the new applicant, however Raines is willing to assist in advertising the property upon the residents request to do so.

Consumer

Response:

I have reviewed the response offer 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.I don't know how much clearer I can be, Raines said in the response if I asked them they would help advertise but all I was told was to give them a hundred dollars to advertise (which I gladly did). As I stated before, I am trying to give the property company as much of a notice as is humanly possible considering I had to sign next years lease last year. I don't want to see me or them financially worse off. I am sure that if they would work as hard as I am to try and find another renter we could get this done before the deadline but as you saw in their first response, they could care less about me or my situation. So I will be unsatisfied with any outcome until I see where we end up come July. I'm sure with their help we can get it rented before then but if not, at least the judge will see I have been trying to get the matter resolved and they have not. I have advertised on [redacted] and a renters guide. I have had 2 people come look at it so hopefully it will rent. They have been given their notice and I am doing my part- as I stated before, according to the law, once I give notice they need to be finding someone. I have been looking and I hope they do the moral and right thing as a lot of people put their trust in this company.

Regards,

Review: I am a parent of a [redacted] student who is staying at [redacted] in [redacted]

My wife went to this address to pick up winter clothing from our daughter. She was in the apartment in the afternoon at about 4:30 P.M. on Saturday April 2, 2016 gathering clothing to return to home. When she went out approx 30 minutes later our vehicle had bee towed away. We were forced to pay the tow company a completely exorbitant sum of $150 to get our vehicle back. I contacted Raines company and requested reimbursement. That was declined by Raines Property management with the reasoning that we did not have a sticker allowing us to park there. I replied that obviously we could not get a sticker as their offices are not open on the weekend to get one! Furthermore, how are parents moving their kids in and out supposed to do this? There is no "Loading Zone" or any other non permit parking on the property. Very simply, I feel that this is a "Scam" profit center for the Raines management company, and the towing company.

I get it if someone is parking overnight, or for an extended time, but that certainly was not the case here, and the company is just stonewalling me. There are multiple witnesses that would be happy to testify on how long our vehicle was parked there.

Simply put, there is no option for customers to do anything but sit in their car while helping a student move in or out.

I am the customer as I do pay the rent, but Raines Property Management does not care, they feel they can hide behind their lame parking policy and keep making a huge towing profit, instead if doing the right thing!Desired Settlement: I want my $150 back, and want Raines Property Management to have a reasonable policy regarding parents moving students in and out without being robbed!

They could simply give tenants a temporary paper pass to put in vehicles that would facilitate parents moving students in or out.

Business

Response:

The parking policy for the property is in place to insure that the residents of the property have the highest opportunity to use the parking areas. Each resident is given a parking pass and signs a document explaining the parking policy. There is no way for the tow truck driver when arriving at the property to simply look at a car and be able to identify it as a parent's vehicle or how long the vehicle has been parked there. It is a properly placed parking pass which distinguishes between authorized and unauthorized vehicles. While we regret that the policies for the property were not followed which resulted in the vehicle being towed, it was a valid tow. No attempt was made in advance by the resident or the parents to make any type of arrangement for temporary parking. The towing company performed the service they were contracted to do and deserve to be paid for that service as unpopular as they may be.

Consumer

Response:

I have reviewed the response offer 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.

No I do not accept the company's explanation. There is one small sign on [redacted] regarding Towing on this property. This sign is nowhere near the parking lot which our vehicle was towed from. I will be happy to provide pictures of this lack of signage. I reiterate that this towing policy is nothing but a scam to enrich the tow company as well as the property management group.No I did not previously apply for a permit to park for 30 minutes as I was never even aware of the sign.

Regards,

Review: A am a lessee of a property managed by Raines Property Management. I received notices that the Landlord would enter my unit, to show to prospective tenants with less than 12 hours of notice. Example: an e-mail would be sent at 1:00 am to notify me of an appointment at 9:00 am on the same day. My objections to this practice have been thus far ignored by their staff. In my opinion, these notices do not constitute "reasonable notice" of a landlord to enter the property as the law requires.Desired Settlement: I would ask the company to apologize and cease such activities in the future. Preferably, they would ask for my approval before scheduling appointments for prospective tenants in the future.

Business

Response:

Raines Property Management is in compliance with the lease terms.

Consumer

Response:

I have reviewed the response offer 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.

The business is not in compliance with state law and should apologize for their actions.Regards,

Review: My son, [redacted], is a student at [redacted] From July 24, 2013 through July 22, 2014, he was a renter at [redacted] (I am a guarantor of the lease.). This property is managed by Raines Property Management. At the conclusion of the term of the lease, the property was vacated. On September 14th, we received a letter dated September 5th, 2014 from Raines showing charges for repairs and withholding of the security deposit as well as a balance due of $595.46. I have requested on at least five occasions the following items: 1) copies of the receipts for material charges for repairs we were charged for and which were withheld from the security deposit; 2) a copy of the certificate of mailing or delivery notice for the September 5th letter which outlined the repairs and associated charges that were withheld from the security deposit (which is required by Item 18 of the lease; and 3) a recent statement of account showing what payments were received and how the security deposit was applied to any charges. I had made requests for the above items October 1st, 2nd, 20th, 27th and November 4th. On November 5th, I received an email from [redacted] of Raines stating "The balance on the account appears to have been paid and is closed. " By email of November 5th to [redacted], I again made my request for the three items and was again told he considers the matter closed and essentially, they will not provide the items I've been requesting since long before the matter was closed--not that I think the matter being closed would relieve them of their obligation to provide copies of receipts for items they billed for nor the proof of delivery and current statement showing the payments they received and how they were applied.Desired Settlement: Provide the three items identified above so a proper accounting can be made to determine if there should be a return of part of the security deposit and to determine if their notice was filed timely as required by the terms of the lease. After receipt of these items, I will be in a position to determine if the accounting was done properly and if any balance is due the renters.

Business

Response:

Upon moveout we found the property needed a great deal of cleaning and work. We performed the necessary work and provided a security transmittal as required by Virginia Law. The transmittal shows how every penny was accounted for. It was provided in the same format and detail that has been upheld by the Montgomery General District court for the past 25 years. The amount owed was paid by the residents and their guarators in full. Attached are a sample of pictures from the moveout which demonstrates how the residents left our property. The account is paid in full and closed.

We have responded a number of times both on the phone and via email to the complainant.

Consumer

Response:

I have reviewed the response offer 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.

As I have previously requested and explained, I was charged for materials for repairs and am entitled to copies of receipts to verify the amount charged is accurate. Without receipts, how can I be sure the charges are accurate? Secondly, the terms of the lease (clause #18) require that any notice sent must have a certificate of mailing and notice of repairs that are done after the lease has expired must be provided within 45 days of the expiration date of the lease. In order to determine if notice is timely provided, I am entitled to see a copy of the certificate of mailing. Again, this is specified in the lease and is legally required to be provided per VRLTA. Lastly, there were various balances that were said to be owed after the repairs were completed, this after withholding the entire security deposit of more than $1400.00. In an October 27th emails from [redacted], he stated there was a balance due of $240.46 and that the next communication will be through the legal system. After I had made multiple requests for accounting, I received an email stating the balance on the account "appeared to be paid in full" and he considered the matter closed. I had sent emails on October 2nd, 20th and 27th before receiving a reply. Each time I requested the above items as well as a copy of the statement of account so I could review how payments were applied. The last denial of my requests was justified by the statement the account appears to have paid and is closed. My requests are perfectly reasonable. They don't require undue effort or time commitment as these are documents any real estate agency should have--and they are required by he lease and VRLTA. It is logical to question the reasons why they will not provide them. I continue to ask for these and request your assistance in this matter.

Regards,

Business

Response:

Receipts are attached.

Consumer

Response:

I have reviewed the response offer 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.All Raines has done is resend what they previously provided, which is inadequate. I specifically asked for copies of receipts for the materials charge of $175.00 on the statement #[redacted] from [redacted]. They do not provide actual receipt copies for this line item and I am entitled to receive them (as opposed to a line itme charge of $175 entitled "materials"). They have also failed to provide the statement of account which provides a history of all charges and payments. This is a simple report to generate and any rental agency would be able to provide this. Lastly, they do not provide the proof of mailing of the notice of repairs to be done. This is required by the lease and has a deadline for notification which I believe they did not meet. Raines fails to explain why they won't provide these copies which I have been requesting since early October and attempts to satisfy their obligation by recycling their previous incomplete submissions and ignoring the requirements on the proof of mailing and statement of account.

Regards,

Review: The [redacted] Home Owner Association Covenants ,Restrictions, Conditions, and Obligations are clearly listed as a legal document which can be found at Montgomery County land record instrument # [redacted].

I have notified Raines Property of the specific violation in our community and Raines Property management has failed to address and remedy the situation per HOA rules. Article II states that " personal property items,swing sets, basketball goals, sandboxes and out door play equipment shall not be located forward of the rear corner of the house of the lot." The Raines Property management was first notified by a phone call almost 3 months ago of a home violating this rule with a noisy portable basketball goal which is placed near the side walk in front of that home. I was told they will inspect the situation and will send a letter to the owner. After my follow up phone call a month later, I was told the owner will be send another notice for removal. To my 3rd phone call a few weeks ago, I was told that the basketball goal will be towed away if the final notice is ignored. The noisy, unsightly, property devaluing portable basketball goal still stands in the same location and in violation of the [redacted] HOA rules. My recent phone calls and voice messages to the Raines property management to inquire about the situation is being ignored. I have sent a formal certified letter on Monday 2/22/2016 to Raines property management to request removal of the basketball goal or its placement per HOA rules at the back of the property. I expect that Raines property management company which we pay money to for HOA fees each month to do its job and enforce the rules that are already established to protect the rights of all residents in the commuinty.Desired Settlement: I would like a phone call to be updated on this situation and to view a copy of the letters that they claim have been sent to the home in violation of the HOA rules. I would like to know why there is a delay in enforcing the HOA rules. If Raines property is not going to enforce the HOA, I would like to know so I can hire an attorney to do this job and seek damages and fees appropriately from them.

The HOA Declarant desires to provide for the preservation of the value of the community, including any amenities, and for the maintenance of such common areas, and to this end, desires to subject the property to the rights, covenants, restrictions,conditions, obligations, and charges for the benefit of the community and each Owner.

Business

Response:

We have notified the owner of the property who has up the goal up and are working through the process required process to resolve the issue.

Consumer

Response:

I have reviewed the response offer 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.

1) Placement of portable basketball goal in front of any property in [redacted] is clearly in violation of HOA rules. The issue here is lack of enforcement of the rules by Raines property management in a timely manner. The vague response is not reassuring to those of us who abide by the HOA rules, and does not disclose any deadline or course of action to remedy the situation.2) More importantly, the safety of the children who continue to use the basketball goal on the side walk less than few feet away from our well traveled road by residents and numerous construction vehicles are compromised. It is natural reaction for kids to chase the bouncing ball off of the basketball board. I have witnessed kids chasing the basketball across the road causing dangerous situation to themselves and the drivers who are surprised by sudden appearance of kids running across the road to catch their basketball. I have cell phone pictures of the described situation and am happy to provide that upon request. It is the responsibility of Raines property management to take a swift action and protect the residents and children of this community before an unfortunate accident occurs.I expect that Raines property management to take this matter seriously and do not delay the HOA rule enforcement more than the sixty days they have delayed in taking action already. The sidewalk placement of basketball goal is too dangerously close to the main community road and it deserves prompt attention for the safety of all.

Review: Being a Realty company one of the "emergency issues" is being locked out of your apartment. At 2am last night I was in just that situation. Upon which I called the emergency number and was told the maintenance person would call me. Within 10 minutes he called me and explained that unless I had "cash" he would not be opening the door to my apartment. Never once did he ask if it was my apartment or if I would be able to provide any proof of residence the only thing he cared about was receiving payment for a task I feel should be complimentary to all residents. Upon explaining I did not have any "cash" with me or in my apartment at 2am he said he was not going to open the apartment to me. All of the while I explained to the emergency number operator and the maintenance gentlemen it was 27 degrees outside. I believe this is in acceptable behavior for a business and quit frankly despicable. I had to get a ride to a friends apartment as to not freeze.Desired Settlement: I am mainly bringing this to your attention. Again I believe this to be despicable behavior for a business and should not be allow to persist. Other people who misplace their keys should not be taken advantage of by their own realty company. I would like to know if I am in the right in this instance and be contacted by the realty company.

Business

Response:

The situation was handled exactly to the terms that the resident agreed to in the lease agreement. Below is the detailed Lock Outs Policy.LOCK OUTS

Lockouts

generally happen at a most inconvenient time and can be embarrassing,

especially when these occasions become repetitive. In addition, the rental office personnel may

not be readily available on these particular occasions. Only persons on a lease may use the lockout

service. A picture I.D. must be

presented in order for you to be allowed entrance to the unit.

During

our office hours, a key may be purchased from the rental office for a nominal

charge of $2.00. If the office staff

makes a trip to let you in your unit there will be a $25.00 trip charge. If after hours, weekends and holidays, you

lock yourself out of your unit, there will be a $100.00 charge for the lock out

service. The resident must pay the cost

of the lock out at the time of entry.

Consumer

Response:

I have reviewed the response offer 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.

Regards,

Review: My son is a student at Va Tech and I rent an apartment from Raines Management. On my initial visit, August 2013, I spoke with the Raines representative about security and parking and was told that was not going to be an issue. My son continually arrives home to find no parking available even though he pays rent and has a sticker. I called prior to December and was told "just find a place"; so on Sunday night after again not having available parking, he parked on the grass near the entrance. The result was his vehicle was towed and required a $150 fee to get it out of the lot. I emailed Raines and the only answer I received this time was "Good Morning, the only answer is when the parking lot is full tenants have to find other options. There is town street parking around the complex but your son needs to call the town first to find out exactly where parking is allowed. Towing is very strict, although he has a sticker he has to park in a parking space." My issue is that 1. I was told there was plenty of parking prior to signing the lease. 2. When I expressed concern about the lack of parking in December I was told to just find some place to park on the site. 3. When he did that, his vehicle was towed.Desired Settlement: Refund of towing charges and provide adequate parking to the tenants. Enforce the non tenants parking in the lot.

Business

Response:

When parking in this lot you have to be in a parking space and have a parking sticker, if not vehicles will be towed, all residents are aware of this policy. If the lot is full alternative parking has to be found by the residents. The Town of Blacksburg allowes street parking, but the resident must make a one time call to the Town to find where parking is allowed.

Consumer

Response:

I have reviewed the response offer 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.

[Provide details of why you are not satisfied with this resolution.]

Regards,

Review: I paid my monthly rent payment in full on April 1, 2015. The check cleared the bank the following day. I received a notice of non-payment and eviction today, April 17th, via email from Raines Property Management of [redacted].

Furthermore this notice was carbon copied to the previous tenant of the house (from whom I am subleasing) and the former tenant's place of work.

I wrote a reply to Raines Property Management which follows:

"Raines Property Management received a check for $700 from XXXXX XXXXXXX on April 1, 2015. The check was deposited and cleared on April 2, 2015.

Please describe how you will make full restitution for this accusation.

Sincerely,

XXXXX XXXXXXX "

I called the company and left a message detailing that I paid in full and that their accounting system must be faulty. I received a voice mail response asking that I call Raines Property Management.

I called them and spoke with someone about this. I was told that my payment had been received. I said that I wanted an apology sent to my email account and carbon copied to everyone that received the original email. I said that I wanted it by 5pm. I was told that my request would be passed along. I said, "No. It needs to be done."

It is 8:50pm April 17th and I have received no apology.Desired Settlement: First I would like an apology from Raines Property Management in writing on company stationary. And an apology sent to the prior tenant and her former place of work. And I'd like to have an email copy sent to me.

Second, I would like an outside accounting company to come in and conduct a forensic audit of Raines Property Management's book keeping and accounting practices. If payments are not being property recorded perhaps there is embezzlement, theft, or fraud taking place.

Third, I would like Raines Property Management to institute and incorporate a process of genuine customer service in their business. Raines Property Management has a very itchy trigger finger. They are quick to mail out imperious demand letters, when they are clearly in the wrong. They would have been better served had they called me and said, "We received your rent in February and March. For some reason we are not showing your April payment. This may be our fault. Would you please verify that you made your April payment." This would have toned things down considerably. But when the company does not even have the courtesy to address and email to my name, but instead their email eviction attachment is prefaced with one impertinent line, "Please see the attached information for Raines Property Management" that is clearly the mark of a shabby, low class business.

Fourth, Raines Property Management needs to think seriously about whether or not they have a genuine desire to serve the community. I suggest that the company look seriously at whether or not it should stay in business or close its doors. Sending out eviction letters with wonton disregard is the mark of a business that has exhausted its community goodwill.

Business

Response:

Raines Property Management reviewed the account, all payments were posted correctly. Notices were sent to the email addresses provided to us. The complainant is a sublease who does not owe any back rent however the original lessee owes a past balance which we intent to collect only from the original lessee. In order to keep all parties updated on the status of the account all email addresses associated with the account will receive notices.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this explanation is moderately tolerable. However, the company sends its communications out WITHOUT the slightest bit of explanation. To have an eviction notice suddenly appear in my inbox without saying, "[redacted] we are not evicting you. We are merely taking action against the former tenant" would be self explanatory and demonstrate actual customer service. The current situation demonstrates that customer service is clearly NOT a priority for Raines Property Management. If the company were interested in serving the community, it would invest time and money into creating a customer service oriented business. Keeping people in the loop means providing clear explanations. Not sending out abrupt eviction notices.

Sincerely,

Review: Raines Property Management is totally unethical in late fees. I was just sent a $155 late fee with a " 5 day pay or evict" notice saying my rent ( Due Jan. 1) was not paid until Jan. 7th. I have it set through automatic bank payment and my bank shows it was paid the 2nd, since Jan. 1 was a legal holiday.

This is my second problem with them as ridiculous late fees. I think they are used to renting to students who don't speak up for themselves.

Business

Response:

The January 2014 rent was paid on time with no late fee. There is still a late fee due from October 2013 on the account.

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 for the business to perform this action and, if it does, will consider this complaint resolved.

Regards,