RE/MAX Premier Properties

Final Consumer Response /* (2000, 5, 2015/08/10) */
Everything had been settled satisfactorily

I applied for an apartment on 3/17 and was told I would be contacted within ten business days. I needed to move by 4/1 and was told the property would be available. After the ten business days were up I contacted their office and was told they weren't sure what happened to my application, but the property manager was on vacation and I would have to wait for her to come back the following week, which would be after the first. The woman I spoke to said their had been someone with a similar name to mine who had applied and it was possible our applications were confused.Desired SettlementI want the company to acknowledge their fault and correct their verbiage as far as how long an application will take to be approved or denied.Business Response Contact Name and Title: [redacted], PresidentContact Phone: [redacted]Contact Email: [redacted] and [redacted] applied for an apartment at Salem Place on March 16, 2016. They supplied us with their pay stubs and paid for their applications at that time. We sent a rental verification request to their previous landlord on March 18 and found out that [redacted] and [redacted] were living with a relative so there was no rental verification available. We also made a rental verification request of the previous landlord but did not receive a response. The 10 day time frame is from the date that we receive all of the required information. So 10 days from the Friday, 3/18 date was Friday, 4/1. The property manager reviewed the application on Monday 4/4 and responded to [redacted] and [redacted] on Tuesday 4/5. The application review did take 1 or two additional days but in our defense it was due to our attempt to get their application approved with a higher score by getting a rental verification. We have spoken to [redacted] to explain the process and he acknowledged the difficulty not having the rental verification because of living with a relative and understood the delay. Please let me know if you have any questions. Thank you, [redacted]Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)When I spoke to one of the representatives on 3/25 I was told the application was complete and I would be contacted by the property manager on 3/28 and advised if the application was approved. If I had been informed that the application might take longer than ten business days, I would not have applied at all given I had to move in no later than 4/1.

we rent a property from premier properties have now for over 8 years. this past march they sent a landscaper to aerate the lawn, when they did this they cut the internet/cable line to our home. We had to get charter to come out and look for themselves. [redacted] came to the conclusion it was because of the aerate to the lawn that was the reason for the disconnection and that I would be charged for a new line to be dropped, also if I wanted to get a refund for the charge I would need to contact premier properties. Premier Properties also denies responsibility for this saying that [redacted] didn't drop the cable line deep enough. I have been in communication with them on this behalf and they have not been helpful in anyway. As I told both companies I am not the one who dropped the line, im not the one who cut the line, im just someone who is being charged a fee to cover someone else's negligence. I just cant believe they would let their customer be responsible for something they did. The company they sent out cut the line and caused for us to pay a fee for restoration of our services that they disconnected due to the work they did on our lawn.Desired SettlementI would just like to be refunded the amount I was charged from the cable company which is $45.00 as I told Premier Properties I know its not alot but its not right.Business Response Contact Name and Title: [redacted], PresidentContact Phone: 775-828-3380Contact Email: [redacted]We were notified by Mr. [redacted] that the tv cable was damaged when the landscapers aerated the grass at the property. This is the second time that this has happened at the property. The first time, the tv cable company repaired the line for Mr. [redacted]. We explained that the cause of the damage was not the aeration of the lawn but because the cable company installed the cable incorrectly. We also advised Mr. [redacted] that we would be happy to talk with the cable company if he wanted us to. When they aerate the lawn, they puncture the grass to a depth of a couple of inches. The cable should have been buried at least 6 inches deep and probably in a sleeve or pipe. Apparently, the cable was laid only a couple of inches underground and is therefore susceptible to damage any time someone works on the lawn. The specifications that I have read indicate the lines should be 6' up to 12" underground. We will attempt to work with the cable company to determine the depth of the cable and determine whose responsible. Thank you,Consumer Response (The consumer indicated he/she ACCEPTED the response from the business.)

PROPERTY MANAGER MISMANAGED ACCOUNT AND FAILED TO DISCLOSE BUSINESS PROCEDURES IN CONTRACTPROPERTY MANAGER FAILED TO PROPERLY ADVERTISE MY RENTAL PROPERTY. THE HOUSE WAS ADVERTISED FOR RENT WITHOUT A PHOTO OF THE EXTERIOR SHOWN IN THE ADD. THERE WAS NO ACTIVITY AS A RESULT FOR SEVERAL WEEKS. I REQUESTED HER TO CORRECT THE ADVERTISEMENT AND ADD A PHOTO. THE PROPERTY MANAGER TOLD ME HER CAMERA KEPT "CRASHING" ON THAT PHOTO AND THAT SHE WAS MEANING TO GET ONE BUT HADN'T HAD A CHANCE. WHEN THE PHOTO WAS ADDED THEY THEN REPOSTED THE ADD WITH THE WRONG DOLLAR AMOUNT. DROPPING THE LISTING FROM $1695.00 TO $1395.00. WHEN I BROUGHT THIS TO THIER ATTENTION THEY CLAIMED THAT THE ACCOUNT WAS HACKED BY AN OVERSEAS HACKER! THIS CLAIM IS OUTRAGEOUS AND UNTRUE! THEN THE PROPERTY MANAGER KEPT BRINGING ME POTENTIAL TENANTS WITH PETS EVEN THOUGH I REQUESTED NO PETS IN THE CONTRACT. I WAS CONTACTED PERSONALLY BY A POTENTIAL TENANT THAT STATED THAT THEY WERE DIRECTED BY THIS COMPANY TO PICK UP THE KEYS TO MY PROPERTY FROM THIER OFFICE AND GO ALONE TO THE HOUSE FOR "SELF-VIEWING". THIS PERSON TOLD ME THAT THEY WERE NOT COMFORTABLE GOING TO THE RESIDENCE WITHOUT A REPRESENTATIVE. I WAS SHOCKED BECAUSE I WOULD HAVE NEVER AGREED TO THIS PRACTICE. I WAS NOT EVER TOLD DURING ANY OF MY INTERACTIONS BEFORE OR AFTER ENTERING INTO CONTRACT THAT THIS IS A COMPANY PRACTICE. IT ALSO WAS NOT COVERED IN THE CONTRACT. I CONTACTED THE PROPERTY MANAGER AND WAS INFORMED THAT THIS IS A COMMON PRACTICE. SHE THEN TOLD ME THAT IT WAS TOO DANGEROUS FOR HER TO SHOW THE HOUSE TO POTENTIAL TENANTS BY HERSELF. I LOST THIS POTENTIAL TENANT AS A RESULT OF THIS PRACTICE. I WAS FORCED TO REDUCE THE PRICE OF THE RENTAL TO EXPEDITE THE RENTAL OF THE PROPERTY. THE PROPERTY SAT EMPTY FOR THREE MONTHS AS A RESULT!ONCE THE PROPERTY WAS RENTED I BEGAN TO RECEIVE QUESTIONABLE MAINTENANCE FEES. I CONTACTED THE OWNER OF THE COMPANY, [redacted] REGARDING ALL OF THESE ISSUES. MR. [redacted] WAS NOT RECEPTIVE TO ANY OF MY COMMUNICATIONS AND HAS DENIED ANY WRONGDOING BY HIS EMPLOYEE, [redacted]. MR. [redacted] RESPONDED THAT 1. IT HAS ALWAYS BEEN THIER PRACTICE TO CHECK OUT KEYS FOR SELF-VIEWING. HE STATED THAT [redacted] TOLD HIM THAT SHE DID COVER THIS FACT WITH ME. THAT IS A LIE! IT WAS HIS CLAIM THAT THEIR AVAILABILITY MAY NOT MATCH THE TENANTS SCHEDULES AND THAT IS WHY THEY DO THIS. SO WHAT AM I PAYING THEM FOR??? I AM LUCKY THAT MY PROPERTY WAS NOT DAMAGED OR VANDALIZED WHILE UNDER THEIR CONTROL!2. HE STATED THAT SHE DID POST A PICTURE. THAT IS A LIE! THERE WAS NO PICTURE OF THE EXTERIOR POSTED. 3. HE STATED THAT [redacted] BROUGHT ME VIABLE TENANTS WHICH I DENIED. THAT IS A LIE! SHE BROUGHT ME TENANTS WITH ANIMALS WHICH VIOLATED THE CONTRACT!4. HE DENIED ANY PRACTICE OF OVERCHARGED MAINTENANCE FEES. A CLAIM I DON'T AGREE WITH!I WAS NO LONGER ABLE TO WORK EFFECTIVELY WITH THIS COMPANY AND SOUGHT TO TERMINATE MY CONTRACT PRIOR TO THE ENDING DATE. MR. [redacted] REFUSED TO WAIVED THE HALF A MONTHS RENT FEE TO TERMINATE THE CONTRACT EARLY. MR. [redacted] REMOVED $825.00 FROM MY ACCOUNT AGAINST MY WISHES. I HAVE EMAILS FROM HIS EMPLOYEE, [redacted], SHOWING THAT EVERYTHING I HAVE CLAIMED IS TRUE. MR. [redacted] CLEARLY DOES NOT WISH TO ENTERTAIN THE IDEA THAT HIS EMPLOYEE MAY HAVE MISMANAGED THIS ACCOUNT. MR. [redacted] SHOULD REFUND THE $825.00 DOLLARS THAT HE TOOK FROM ME AGAINST MY WISHES. I LOST THOUSANDS OF DOLLARS AS A RESULT OF HIS COMPANY'S MISMANAGEMENT OF MY PROPERTY! Desired Settlement MR. [redacted] SHOULD REFUND THE $825.00 DOLLARS THAT HE TOOK FROM MY ACCOUNT AGAINST MY WISHES FOR EXITING MY CONTRACT EARLY. I FEEL I HAD A LEGITIMATE REASON FOR EXITING THE CONTRACT AND SHOULD NOT HAVE BEEN PENALIZED! MR. [redacted] STATED THAT I DID NOT GIVE THEM A CHANCE TO CORRECT WHATEVER I WAS UNHAPPY WITH! HE WROTE TO ME THE FOLLOWING IN AN EMAIL:"IF YOU WERE UNHAPPY WITH OUR SERVICES, THERE IS A PROVISION IN THE AGREEMENT TO GIVE US NOTICE TO CORRECT WHATEVER IT IS THAT YOU ARE UNHAPPY WITH. WE THEN HAVE THE ABILITY TO CORRECT THE PROBLEM. YOU TERMINATED OUR AGREEMENT WITHOUT GIVING US THE OPPORTUNITY TO CORRECT ANY PROBLEMS. AS SUCH, THERE IS A TERMINATION FEE AS SPELLED OUT IN OUR AGREEMENT. WE WILL NOT BE WAIVING THE TERMINATION FEE AS IT APPLIES WHEN YOU TERMINATE THE AGREEMENT AS YOU DID." THAT STATEMENT IS RIDICULOUS. I CONTACTED MR. [redacted] AND THE PROPERTY MANAGER, [redacted], NUMEROUS TIMES THROUGH EMAIL AND TELEPHONE CALLS. HOW CAN THEY CORRECT A PROBLEM WHEN THEY CONTINUOUSLY DENY THAT THEY EVEN EXIST!! HOW DO YOU CONTINUE WITH A COMPANY THAT DOES NOTHING RIGHT! THE ONLY THING THAT DID DO IS TAKE A LOT OF MY MONEY FOR SUBPAR SERVICES. I LOST THOUSANDS OF DOLLARS AS A RESULT OF HIS COMPANY'S MISMANAGEMENT OF MY PROPERTY! Business Response Contact Name and Title: [redacted], PresidentContact Phone: [redacted]0Contact Email: [redacted]@remax.netMy property manager and I spoke with Ms. [redacted] numerous time regarding her concerns. It was apparent that she didn't believe that [redacted], our vendors or even our maintenance people do their jobs and are honest in the work that they do. [redacted] received authorization from her for all of the work that was completed. She also worked to manage her cash flow so that all of the work didn't happen at the same time. The Landscaper did their job as billed. Ms. [redacted] didn't believe that they were on property and did the job they were contracted for. They turned on the water, did the thatching, fertilizing and the rest of their work when they were there. We have worked with all of our landscape contractors for many years. They would not be our vendors if they didn't do the work they billed for. There are a lot of companies that would love to work for us and we would quickly replace a vendor that billed for work they didn't do. The same is said for our maintenance staff. They bill for work performed. They receive work orders from [redacted], coordinate the work with the tenant, complete the work and bill the work to your account. That is how it is supposed to be done and it works very well. I am sorry that she was unhappy with our services. I don't see anywhere in her correspondence where we didn't do the job we were hired to do in an acceptable manner. [redacted] advertised the property, presented her with multiple approved applications, showed the property in person and ultimately rented her property. Her home has stayed rented and the tenant pays their rent. She instructed us to do work on the property and we did the work. She questioned some of the work and [redacted] and I both researched it to determine if there was a mistake made on the work or work order. We determined that there wasn't. She was unhappy with the determination and decided to terminated the contract. She terminated our agreement without cause. As such, there is a termination fee as spelled out in our agreement. We will not be waiving the termination fee as it applies per contract. Please let me know if you have any questions. Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)Mr. [redacted] conveniently deflected to the maintenance issues which if you read my complaint was the least of my concerns. I did not exit the contract because of the maintenance issues. I think that I made it clear in my complaint why I exited the contract. The property manager mismanaged the property long before the maintenance issues. Mr. [redacted] cannot even respond to the real basis of my complaint because what I have reported is the truth. Like I said I have emails from the property manager which support my complaint. He states in his response, "I don't see anywhere in her correspondence where we didn't do the job we were hired to do in an acceptable manner." I truly do not understand how he could in good conscience make such a statement after reading my complaint. Mr. [redacted] clearly refuses to acknowledge and to take responsibility for the mistakes that his employee made that caused me to terminate my business relations with them. I did bring to their attention maintenance issues when they charged me over one hundred dollars to change six batteries in the smoke detectors. They said that the maintenance crew needed a larger ladder and that the amount charged was due to the time it took for them to return to the shop to get the ladder. I still do not think that I should have been charged a fee for them to get a ladder from the shop! It was clear on the work order that I had high ceilings and that a tall ladder was needed. I complained about paying over two hundred dollars for the landscaping. I went to the property right afterward and the landscaping looked horrible. The tenant told me that one person arrived and stayed a total of five minutes. That person only adjusted the sprinkler timer and left. Mr. [redacted] insist that this was not the case. If that had been the only issue than I would not have terminated my contract I would have just stopped the maintenance service and yard services through them. I did not mention any of that in my complaint because truly the larger issue to me was the continued incompetence that I was experiencing with the property manager. Mr. [redacted] falsely reports that the property was advertised correctly. I was not presented with multiple approved tenants. As stated in my complaint she presented me with tenants with pets which went against the contract. She only showed the property personally when I found out and complained that she was not showing it at all and sending people to view it themselves with the keys. Mr. [redacted] stated that I was advised of this practice beforehand which is absolutely not true. Mr. [redacted] should not have withheld $ 825.00 from my account due to these circumstances. My decision to terminate the contract was based on the totality of all the events that were stated in my original complaint. Mr. [redacted] did not address any of those issues in his response.Final Consumer Response (The consumer indicated he/she DID NOT accept the response from the business.)I do not accept this proposed resolution. Final Business Response This is my third response to Ms. [redacted] re her termination of the management agreement. There are no new issues to discuss and we are rehashing the same complaints. The following is my original response to Ms. [redacted] on May 5, 2015. It addressed the same issues with the same results:"Premier has been in business for 30 years. It has always been our practice to check out keys for the vacant homes to prospective tenants. [redacted] tells me that she did cover this with you when she met you at your property. Nonetheless, it has been our practice and we have never had a problem with doing it that way. The problem with meeting potential tenants is that our availability to meet a prospective tenant may not match the tenants schedule to see the property. Speaking of which, [redacted] did call back the potential tenant you referred and didn't receive a call back. [redacted] did accommodate you and arranged for showings of your property personally as you requested so that became a non-issue. [redacted] posted the picture that we had available to get the property advertised. When you sent a picture that you had she updated the advertising the same day. The picture that she had was fine but the fact that you wanted a different picture was ok and she accommodated you in that request as well. I am not sure that you understand what happens when a hacker on [redacted] hacks your ad. They literally copy the ad that is online and then offer the property online for a big discount hoping to find someone that will send them money overseas. It is a huge problem with [redacted] and one of the reasons why we also advertise on other medium as some people will no longer go to [redacted] because of it. One of my employees is constantly searching online to make sure that someone else hasn't stolen our ads. It was certainly not [redacted]'s fault that an overseas hacker copied you ad and reposted it. [redacted] also told me that she brought you two approved tenants during the time that the home was vacant that you denied. It certainly cannot be said that we didn't get applicants for your property and the result of that was that you lowered the rent by $50 to get the third applicant quicker. Not an uncommon thing for any real estate transaction to lower the price to get traffic to the property. As an aside, when your property sits vacant, you could have lowered the price by $141 for each month that the property had been vacant and received the same amount of money over a 12 month period. It is apparent that you don't believe that [redacted], our vendors or even our maintenance people do their jobs and are honest in the work that they do. [redacted] received authorization from you for all of the work that was completed. She also worked to manage your cash flow so that all of the work didn't happen at the same time. The Landscaper did their job as billed. Your tenant saw them adjust the water in the back yard and assumed that was the only time they were there. They also turned on the water, did the thatching, fertilizing and the rest of their work when they were there. We have worked with all of our landscape contractors for many years. They would not be our vendors if they didn't do the work they billed for. There are a lot of companies that would love to work for us and we would quickly replace a vendor that billed for work they didn't do. The same is said for our maintenance staff. They bill for work performed. They receive work orders from [redacted], coordinate the work with the tenant, complete the work and bill the work to your account. That is how it is supposed to be done and it works very well. I am sorry that you are unhappy with our services. I don't see anywhere in your email where we didn't do the job we were hired to do in an acceptable manner. [redacted] advertised the property, presented you with multiple approved applications, showed the property in person and ultimately rented your property. Your home has stayed rented and the tenant pays their rent. You instructed us to do work on the property and we did the work. You questioned some of the work and [redacted] and I both researched it to determine if there was a mistake made on the work or work order. We determined that there wasn't. You were unhappy with the determination and decided to terminated the contract."My response today is exactly the same as my response on May 5, 2015. Premier advertised the property. Ms. [redacted] alleges that there was not a photo in the property. In fact, there was a photo that she didn't like so we changed the photo as requested: Premier disclosed our procedure to Ms. [redacted] when she entered into the agreement and we then changed our procedures and showed the property as requested by Ms. [redacted]; Premier provided multiple applicants for the property and Ms. [redacted] ultimately accepted one of them; Premier managed the property without issue from the time it was contracted until the agreement was terminated by Ms. [redacted]; Ms. [redacted] alleged that Premier and Premier's contractors were all liars and that we overcharged for services that she also alleges weren't completed. The truth is that Premier employs licensed contractors that we have dealt with for years and that have proven to be competent and are priced competitively. Likewise our staff and maintenance supervisor have been with Premier for 8 years and are competent and our rates are competitive. Ms. [redacted] questioned the work that was performed and alleged that the landscape work wasn't performed at all. The end result is that we accommodated Ms. [redacted]'s every request. Had she requested for us to use another maintenance company we would have accommodated that request as well. The fact is that Premier leased out the space and Ms. [redacted] feels that she can now manage the property without Premier's help and terminated the agreement. There is a provision in the management agreement that addresses that with a fee for terminating prior to the end of the agreement. Ms. [redacted] was charged the termination fee as agreed. She is now trying to recoup that charge just like she objected to every other charge. We worked very hard to accommodate Ms. [redacted]'s requests and changed our procedures to do so. We are sorry to have lost the business but there is no reason to refund her termination fee as requested by her.