Real Property, Inc.

In replying to Mr***’s complaint regarding the issues surrounding the building’s elevators not always being operational, I have addressed his concerns below. We do acknowledge that the elevators have had mechanical issues, which we understand have been frustrating
and inconvenient for all residents who reside in the buildingUnfortunately, these types of mechanical issues are not always easy to diagnosis or quick to resolve. The property manager has been dealing with the elevator repair company, Thyssen-K***, consistently each time a complaint has been made about their lack of operationThere have been numerous times where the repair company has arrived to determine the issue and the elevators have started working again, thus making the diagnosis even harder to solveWe are, at the moment, trying to repair one switch, which the repair company believes may be causing the issue of both elevators stopping when only one is having an issueWe hope to have that resolved this week. While we understand and appreciate Mr***’s frustration, we typically do not offer concessions for a building’s mechanical issues that are truly outside our controlHowever, the property manager has authorized a one-time concession to the tenant for $*** and this was emailed to Mr*** on April 6, Mr*** to my knowledge, has not yet replied to that email, acknowledging the concession. The property manager has been responsive in getting the repair company out to look at the elevators any time that there has been a complaintThe property manager also sent out a notice to all residents about the issues initially on January 26th along with the hopeful repair schedule: On Fri, Jan 26, at 4:PM, Good afternoon, We are happy to report that the elevators will be receiving major modifications starting next TuesdayDuring this time, one of the elevators will be up and running while the other is worked onThe process will take approximately 1-weeks per elevatorThyssen-K*** is confident this modification will solve **% of the issues we have been experiencing with themWe appreciate your patience over the past several weeks and during the repairsHave a great weekend. Unfortunately, the repair apparently didn’t resolve all of the issuesI agree with Mr*** that individual communication could be improved on our endI also understand that there can be an overwhelming amount of complaints that come into the property manager about the same issue at the same time, all while they are trying to resolve the issue quicklySometimes this results in individual communications to various residents to get lost in the shuffleIt is certainly our intent to improve this going forward and strive to do a better job in communicating to residents such as Mr*** about the status of repairs. Response Submitted by: Amanda *W***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID ***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,
*** *** I spoke with the customer and she stated that the complaint was resolvedShe also said that the business did reach out with a letter that shows the mistake that was made and that it was fixed

To Whom it May Concern, I am in receipt of complaint #*** via mail on August 2, 2017. Our response is attached. If you would please confirm that you have my contact information on file for any future complaints as I did not receive any other form of communication regarding this
case prior to the mailed notice however the notice stated that you did reach out with no response. Please feel free to contact me with any questions or concerns. Thank you, ***

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer made by the business in reference to complaint ID***, and find that this resolution would be satisfactory to meI will wait for the business to perform this action and, if it does, will consider this complaint resolvedIf the company does not perform as promised I can get back to you at: ***
Regards,*** ***

*** *** *** ***
*** *** ***
*** ** ***
*** ** ***
*** *** **
*** ** ***
RE: 12/31/Balance Forward Error
Revdex.com Complaint #***
Ladies:
During our recent
software conversion, we errantly loaded *** *** December 31,
balance forward on to *** *** accountOn the association’s owner roster, you are
adjacent to one another and this was simply a keypunch error as we manually migrated account
balances from one software to another. *** *** account should have reflected a zero
balance as of December 31st
I have corrected the mistake and *** please find copies of both account ledgers before
the correction and after the correction for your verification
I apologize for any inconvenience this may have caused
Sincerely,
*** ** *** ***
***WBW:pc
***cc: *** ** *** **.*** ***
Real Property, Inc
Better Business

Response to Revdex.com Complaint ID #[redacted] In replying to Mr. [redacted]'s complaint regarding his unreturned security deposit I have addressed his concerns below. I have confirmed that Mr. [redacted] did lease an apartment thru our company known as [redacted] of which the...

details are listed here: • Mr. [redacted]'s lease began on July 15, 2013 and his initial term went thru July 14, 2014. • Mr. [redacted]'s group signed for an additional one-year renewal term beginning July 15, 2014 and which went thru July 14, 2015 • Mr. [redacted]'s group signed for an additional one-year renewal term beginning July 15, 2015 and which went thru July 12, 2016 • Mr. [redacted] then decided to move out of this apartment on July 15, 2015. • Since Mr. [redacted] had already signed his intent to stay for an additional year's term, a Name Change Procedure was performed where one resident is able to be removed from the lease and another new resident is added. This procedure is allowed as a courtesy to residents and may be performed at any time within the lease term. • This particular group of residents had a total of two Name Changes during Mr. [redacted]'s tenancy (one being his own name removal) and an additional one after Mr. [redacted]'s tenancy. Those Name Changes were as follows: o Original Residents: • Mr. [redacted] • Miss [redacted] • Miss [redacted] o August 2013 Name Change: • Miss [redacted] moved out and was replaced by Miss[redacted] o July 2015 Name Change • Mr. [redacted] moved out and was replaced by [redacted] o July 2015 Name Change #2 • Miss [redacted] moved out and was replaced by Miss [redacted] Our company handles security deposits as follows: • Security deposits are collected when the original lease begins and are held on the apartment/resident account until the lease officially ends. Once a lease completely ends the deposit is returned following the guidelines set out in the Virginia Residential Landlord and Tenant Act Section 55-248. 15: I which speaks directly to obtaining and disbursement of deposit funds. • Residents are considered by Virginia law to have Joint and Several Liability for the lease contract and therefore deposits are held in full until the final expiration of the lease regardless of name changes or changes in assignee. Since residents are Joint and Several Liable we don't dictate at the lease start who pays how much of the deposit, instead that is decided amongst the group of residents. We only require that the deposit is paid in full prior to obtaining keys to the apartment. o Residents are to reimburse any outgoing resident for any expenses incurred in a change made during a lease amongst themselves as they do for the initial deposit payment. This includes and is not limited to monthly rent, utility costs, parking costs and security deposits. • Therefore, the following should have taken place when Name Changes were performed amongst this group of residents: o Miss [redacted] should have reimbursed Miss [redacted] her share of the original deposit funds paid to the apartment's account o Miss [redacted] should have reimbursed Mr. [redacted] for his share of the original deposit funds paid to the apartment's account o Miss [redacted] should have paid Miss [redacted] her share of the original deposit funds paid to the apartment's account. • Leaving the last three residents with the deposit in full so that at the end of the apartment's lease term any deductions would be withheld and the remaining balance sent to the first resident to return keys at the move out. The resident who receives the deposit is then responsible for returning each resident's portion. • This is the prime example of why we don't refund portions of deposits during an apartment's lease term. One apartment may have I 0 name changes over the course of 4 years and tracking would be very difficult. Therefore, the deposit is paid at the initial move in and then returned once the apartment's lease has expired and the apartment is completely vacated Desired Settlement: I want my security deposit with an itemized accounting showing all deductions Mr. [redacted] would need to reach out to the final three residents, one being his sister, to determine if during all of these name changes any deposit funds were reimbursed to outgoing residents. The result of which would determine who the final deposit funds would need to be dispersed. An itemized list of deposit deductions will be sent along with any remaining deposit funds to the first resident to return keys to this apartment. Response Submitted by: Amanda C. W[redacted]

For the past two years my husband and I have been renting from RPI. We can say with confidence that this is the worst place we have ever rented from. If you call to ask to have a repair done, it takes weeks for them to get back to you. If they even do. When they do finally make time to come out to the house they do such a half [redacted] job of fixing whatever is broken that you might as well just do it yourself. 10 months ago we got a puppy, had her approved and been paying the pet deposited for her. I got a email asking me to get rid of her. Here I am thinking, "Didn't I already take care of this? What have I been paying for for the last 10 months." This will be our last year ever renting from them. By far the worst I have ever had to deal with.
By the way we are still waiting for a key to our back door. We asked for that two years ago.

Response to Revdex.com Complaint ID #[redacted] In replying to Mr. [redacted]'s complaint regarding his unreturned security deposit I have addressed...

his concerns below. I have confirmed that Mr. [redacted] did lease an apartment thru our company known as [redacted] of which the details are listed here: • Mr. [redacted]'s lease began on July 15, 2013 and his initial term went thru July 14, 2014. • Mr. [redacted]'s group signed for an additional one-year renewal term beginning July 15, 2014 and which went thru July 14, 2015 • Mr. [redacted]'s group signed for an additional one-year renewal term beginning July 15, 2015 and which went thru July 12, 2016 • Mr. [redacted] then decided to move out of this apartment on July 15, 2015. • Since Mr. [redacted] had already signed his intent to stay for an additional year's term, a Name Change Procedure was performed where one resident is able to be removed from the lease and another new resident is added. This procedure is allowed as a courtesy to residents and may be performed at any time within the lease term. • This particular group of residents had a total of two Name Changes during Mr. [redacted]'s tenancy (one being his own name removal) and an additional one after Mr. [redacted]'s tenancy. Those Name Changes were as follows: o Original Residents: • Mr. [redacted] • Miss [redacted] • Miss [redacted] o August 2013 Name Change: • Miss [redacted] moved out and was replaced by Miss[redacted] o July 2015 Name Change • Mr. [redacted] moved out and was replaced by [redacted] o July 2015 Name Change #2 • Miss [redacted] moved out and was replaced by Miss [redacted] Our company handles security deposits as follows: • Security deposits are collected when the original lease begins and are held on the apartment/resident account until the lease officially ends. Once a lease completely ends the deposit is returned following the guidelines set out in the Virginia Residential Landlord and Tenant Act Section 55-248. 15: I which speaks directly to obtaining and disbursement of deposit funds. • Residents are considered by Virginia law to have Joint and Several Liability for the lease contract and therefore deposits are held in full until the final expiration of the lease regardless of name changes or changes in assignee. Since residents are Joint and Several Liable we don't dictate at the lease start who pays how much of the deposit, instead that is decided amongst the group of residents. We only require that the deposit is paid in full prior to obtaining keys to the apartment. o Residents are to reimburse any outgoing resident for any expenses incurred in a change made during a lease amongst themselves as they do for the initial deposit payment. This includes and is not limited to monthly rent, utility costs, parking costs and security deposits. • Therefore, the following should have taken place when Name Changes were performed amongst this group of residents: o Miss [redacted] should have reimbursed Miss [redacted] her share of the original deposit funds paid to the apartment's account o Miss [redacted] should have reimbursed Mr. [redacted] for his share of the original deposit funds paid to the apartment's account o Miss [redacted] should have paid Miss [redacted] her share of the original deposit funds paid to the apartment's account. • Leaving the last three residents with the deposit in full so that at the end of the apartment's lease term any deductions would be withheld and the remaining balance sent to the first resident to return keys at the move out. The resident who receives the deposit is then responsible for returning each resident's portion. • This is the prime example of why we don't refund portions of deposits during an apartment's lease term. One apartment may have I 0 name changes over the course of 4 years and tracking would be very difficult. Therefore, the deposit is paid at the initial move in and then returned once the apartment's lease has expired and the apartment is completely vacated Desired Settlement: I want my security deposit with an itemized accounting showing all deductions Mr. [redacted] would need to reach out to the final three residents, one being his sister, to determine if during all of these name changes any deposit funds were reimbursed to outgoing residents. The result of which would determine who the final deposit funds would need to be dispersed. An itemized list of deposit deductions will be sent along with any remaining deposit funds to the first resident to return keys to this apartment. Response Submitted by: Amanda C. W[redacted]

In replying to [redacted] complaint: I agree that she was due a credit in the amount of $90.00 for the mattress confusion upon her move out. I was under the impression that the credit had been issued by our accounting department prior to receiving this complaint. After speaking with the...

accounting department it was found that the refund should have been sent, however due to a change in the [redacted] last fall there was miscommunication about the refund paperwork. We have issued the refund check in the amount of $90.00 and placed it in the mail to Ms. Braun on 1/16/15, to the address listed on the complaint. Response Submitted by: [redacted] 
[redacted]

In replying to [redacted] complaints I have addressed the individual items below. Background information on the situation is as follows:
Currently there is unauthorized dog in the premises. This property and owner clearly do not allow dogs and management approval must take place...

before any animal enters one of rental properties. Pet requirements are clearly addressed in the lease that [redacted] signed.
[redacted] has also not paid rent for the months of December and January and collection actions have been implemented as a result in the form of an Unlawful Detainer. We are certain that [redacted] has received this warrant thru posting service performed by the sheriff and a copy placed in his mailbox on January 3, 2014; all prior to [redacted] making this formal complaint with the Revdex.com.
[redacted] contacted the property manager (after she called about the past due account balance) saying that he planned to move out of the property by January 31,2014. [redacted] explained that he could no longer afford to pay the rent because he worked on commission at a job in Richmond, VA and if he didn't have a good month, his pay was not enough to cover anything but his fuel costs to commute to his job. [redacted] said that he had a friend in Richmond that was willing to rent him a room for $300/month and that was what he planned to do. The property manager did offer him our standard lease break options as we do for anyone inquiring about breaking their lease contract.
[redacted], the property manager, has tried on numerous occasions to go to the home to inspect items that [redacted] make claims about repairs being needed. Each attempt has been met with inconvenience on [redacted] behalf due to the fact that he requires someone to be present when we enter the unit. In trying to oblige [redacted] request to be present, appointments for inspection have been rescheduled over a period of months beginning in August of 2013. [redacted] continued during this time to make threats regarding a health inspector due to mold growth and windows and doors being drafty. [redacted] stated that he would send us the report and did not want us entering the unit until such time. To date we have not received any such report. 
1. Numerous complaints (over the course of 3 years) put in about large amounts of mold growing in the bathroom. Told them it's a health code violation and they replied that it's a matter of opinion. 
a. The property and bathroom were inspected on December 18, 2013 where it was observed that mildew was on the bathroom ceiling and that the metal curtain rod was rusted. The bathroom exhaust fan was operating at the time and the deduction was made that the bathroom door must be left open to air out the bathroom after the steam from the shower since it also appeared to be rusting the metal curtain rod. Typically with this kind of mildew growth which is common in bathrooms because of the humidity we always suggest leaving the door open as well as spraying the ceiling when you first see any small area of mildew growth with a mildew remover/cleaner or [redacted] which will normally remove the mildew within minutes. We do have a difference of opinion with [redacted] about the cause of the mildew.
2. These people never answer their phone and even hired an outside company to take messages for them as to avoid direct contact with their customers.
a. I am uncertain of this complaint. We do employ an answering service for emergency maintenance calls after the office is closed as well as an in house maintenance dispatcher who handles all maintenance requests during the day. I am unaware of any contact with [redacted] that has gone unanswered from either method. Most property managers are on property during the day but are unavailable via email and direct line to speak with residents.
3. Roof shingles flow off the house during a mild storm because previous repairs to the same spot on the roof were obviously not done correctly.
a. There were abnormally high winds on January 2, 2014 causing a portion of the roof (shingles) to come off which we consider an act of nature just like a tree falling. If there are any reported loose shingles when we have repaired them in the past. The section that did come loose in the storm was not in a section previously noted as an area the we previously repaired or in need of repair. 
4. The shingles caused damage to several cars including my friend's, his girlfriend's and my neighbors. Over a week and still no word about who their insurance provider is. There people are slumlords and don't deserve to be in charge of where honest, hard working people live.
a. This is true and the property manager went out the following day to inspect the vehicles with reported damages as well as the roof. There were scratches on the cars from the shingles and a claim that a large dent was created from the shingles. We contacted the property owner directly concerning the potential claim for the vehicle damage as well as to inform them about the roof. The property owner (our client) instructed us to contact their insurance company to file the claim which we did as well as a roofer who has accessed the damage. In our recent communication with the property owner's insurance company the claim agent informed us that she had contacted all parties' involved and left messages but has not heard back from them.
b. Whenever there is a property claim in regards to a vehicle damage we inform residents to contact their car insurance company, it is then up to the car insurance companies to make a claim against a home owner's insurance policy.
Desired Settlement:
Release from any debt owed for moving out earlier than expected. Refund of security deposit. Compensation for poor energy efficiency due to broken seals on doors and windows which resulted in higher energy consumption. Compensation for damage to vehicles on the property due to repairs that were done incorrectly to the roof. Emotional and stress related damage for having to go through hell to even speak to someone in this ridiculous and unprofessional company. 
The owner of the property is unwilling to offer any release from the lease agreement which is in effect until June 3, 2014 or any additional compensation. The vehicle claims are currently being handled by the property owner's insurance company, whether they agree to any damage payments is not our duty to mitigate. Currently there is a standing appointment that was arranged prior to this complaint being filed for a maintenance technician to address any issues inside the unit that warrant repair, this Friday, January 17, 2014. The roofer has also been engaged and is currently waiting on the materials to arrive to perform the necessary roof repair from the wind damage. The Unlawful Detainer court docket is currently scheduled for Wednesday, January 22,2014 to determine the unpaid rent for December and January.
Response Submitted by:
[redacted]
Director of Residential Management

To Whom it May Concern, In replying to Mr. [redacted] complaint regarding the showing of his unit to prospective renters I have addressed his concerns below. Mr. [redacted] lease addresses Management’s ability to enter the unit to show prospective residents in clause 4.1: Mr. [redacted] is...

given the required legal notice of 24 hours prior to entry of any potential showings. Mr. [redacted] was correct in stating that we did require a renewal offer decision by March even though his lease ends in August. Again, I am unable to speak to other cities or companies’ policies for leasing time frames but I can assure him that here in [redacted] that is very much the normal policy unless a single site community is on a 60-90 day automatic renewal cycle or has a similar notice provision. We are unable to be afforded that luxury based on the local market because we would miss the major lease up season which is mid-April to August. Mr. [redacted] also stated that we are giving tours daily, however that is not correct and is clearly shown by the dates that he lists in his complaint which were the only dates up to the date of the complaint that we entered his unit with a prospective renter. Two of those dates the prospect ended up being a “no show” for the scheduled showing and therefore his unit was not physically entered. Mr. [redacted] was also given the required legal notice of 24 hours prior to any entry. We therefore disagree that our entry was unreasonable or overly disruptive. Most of our showings take a maximum of 15 minutes so the time that an agent is inside the unit is quite short. We do make a concerted effort to combine prospects on all shows so that we can reduce the amount of times that we enter an apartment. We are always willing to work out a schedule to accommodate clients that may work at home, have pets or young children sleeping etc. if requested. A typical accommodation would require two weekdays (each day with a 2-hour time frame) and one 2-hour time frame on Saturdays. We also try to explain to residents that we have a duty to our owner as well to market and show their unit to prospective renters. Mr. [redacted] request to simply not show the unit anymore was unreasonable and one that we couldn’t accommodate. We even have limited showing hours on Saturday and we do not show units on Sundays although we do receive several requests to view properties on the weekends, because folks are off work and available at that time. We elected the policy to limit weekend entries because we feel that would be intrusive to a resident’s quiet enjoyment of their home. Mr. [redacted] speaks to how his unit was vacant when he first saw it with us. Unfortunately, that is the worst-case scenario for us, because that means that we had undesired vacancy at his property. Generally, all our toured units are occupied. Mr. [redacted] may have leased units at single site communities previously which may have the luxury of showing a model unit. His current property is not set up that way and all units like his were occupied when we began showing his unit. We also have the policy that you must view the actual apartment that you sign a lease on, due to previous issues with “sight unseen” move ins not ending well.  Please feel free to contact me with any questions or concerns. Thank you, [redacted]

[A default letter is provided here which indicates your acceptance of the business's offer.  If you wish, you may update it before sending it.]
Revdex.com:
I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]
Regards,
[redacted]

Review: I paid a security deposit in 2013 before I moved in. I moved out on July 2015 and tried to get a security deposit but was told that I had to wait until the other roommates move out which is in July 2016. I just tried to get in touch with them to obtain the deposit but was told that the refund of the security deposit is only to the current tenants.Desired Settlement: I want my security deposit with an itemized accounting showing all deductions.

Business

Response:

Response to Revdex.com Complaint ID #[redacted] In replying to Mr. [redacted]'s complaint regarding his unreturned security deposit I have addressed his concerns below. I have confirmed that Mr. [redacted] did lease an apartment thru our company known as [redacted] of which the details are listed here: • Mr. [redacted]'s lease began on July 15, 2013 and his initial term went thru July 14, 2014. • Mr. [redacted]'s group signed for an additional one-year renewal term beginning July 15, 2014 and which went thru July 14, 2015 • Mr. [redacted]'s group signed for an additional one-year renewal term beginning July 15, 2015 and which went thru July 12, 2016 • Mr. [redacted] then decided to move out of this apartment on July 15, 2015. • Since Mr. [redacted] had already signed his intent to stay for an additional year's term, a Name Change Procedure was performed where one resident is able to be removed from the lease and another new resident is added. This procedure is allowed as a courtesy to residents and may be performed at any time within the lease term. • This particular group of residents had a total of two Name Changes during Mr. [redacted]'s tenancy (one being his own name removal) and an additional one after Mr. [redacted]'s tenancy. Those Name Changes were as follows: o Original Residents: • Mr. [redacted] • Miss [redacted] • Miss [redacted] o August 2013 Name Change: • Miss [redacted] moved out and was replaced by Miss[redacted] o July 2015 Name Change • Mr. [redacted] moved out and was replaced by [redacted] o July 2015 Name Change #2 • Miss [redacted] moved out and was replaced by Miss [redacted] Our company handles security deposits as follows: • Security deposits are collected when the original lease begins and are held on the apartment/resident account until the lease officially ends. Once a lease completely ends the deposit is returned following the guidelines set out in the Virginia Residential Landlord and Tenant Act Section 55-248. 15: I which speaks directly to obtaining and disbursement of deposit funds. • Residents are considered by Virginia law to have Joint and Several Liability for the lease contract and therefore deposits are held in full until the final expiration of the lease regardless of name changes or changes in assignee. Since residents are Joint and Several Liable we don't dictate at the lease start who pays how much of the deposit, instead that is decided amongst the group of residents. We only require that the deposit is paid in full prior to obtaining keys to the apartment. o Residents are to reimburse any outgoing resident for any expenses incurred in a change made during a lease amongst themselves as they do for the initial deposit payment. This includes and is not limited to monthly rent, utility costs, parking costs and security deposits. • Therefore, the following should have taken place when Name Changes were performed amongst this group of residents: o Miss [redacted] should have reimbursed Miss [redacted] her share of the original deposit funds paid to the apartment's account o Miss [redacted] should have reimbursed Mr. [redacted] for his share of the original deposit funds paid to the apartment's account o Miss [redacted] should have paid Miss [redacted] her share of the original deposit funds paid to the apartment's account. • Leaving the last three residents with the deposit in full so that at the end of the apartment's lease term any deductions would be withheld and the remaining balance sent to the first resident to return keys at the move out. The resident who receives the deposit is then responsible for returning each resident's portion. • This is the prime example of why we don't refund portions of deposits during an apartment's lease term. One apartment may have I 0 name changes over the course of 4 years and tracking would be very difficult. Therefore, the deposit is paid at the initial move in and then returned once the apartment's lease has expired and the apartment is completely vacated Desired Settlement: I want my security deposit with an itemized accounting showing all deductions Mr. [redacted] would need to reach out to the final three residents, one being his sister, to determine if during all of these name changes any deposit funds were reimbursed to outgoing residents. The result of which would determine who the final deposit funds would need to be dispersed. An itemized list of deposit deductions will be sent along with any remaining deposit funds to the first resident to return keys to this apartment. Response Submitted by: Amanda C. W[redacted]

Review: Last week on Tuesday, September 24, 2013, we viewed a house for rent at [redacted] Charlottesville, VA. We noted a few problems including the level of filth and dirt that had accumulated in the empty house. The agent promised us the house would be cleaned in time for us to take possession on Friday, September 27. On Wednesday we signed the lease agreement at the business premises with Allen, the [redacted]. We paid our security deposit and prorated rent for the remainder of the month at that time. On Friday afternoon we picked up the keys. We also advised that we had been unable to change the water to our name and we were confused by [redacted] crossing out the gas utility as we thought we had to pay gas. We were advised they would call us Monday to follow up. We arrived at the house on Saturday afternoon with a truckload of the belongings. We were unable to open the deadbolt on the front door. Three able adults attempted and we could not open it. We phoned the emergency maintenance person who told us we would have to wait until Monday. We explained that we had arrived to move into the house and persisted, he agreed to go to the office. However a fourth adult managed to open the door and we immediately cancelled the request before the maintenance person went to any trouble. Upon entering the house we were extremely disappointed to find filth everywhere, particularly dead bugs. We were disgusted by the shape of the bathrooms, with partially used bars of soap and bugs in the tubs. The master bathroom had a bath tub mat, which we lifted and discovered a pool of dirty water and dead bugs beneath it, most of which went down the drain leaving a streak of the same behind. We also discovered that the bathtub had a crack in it that had been sealed, which was never disclosed to us upon viewing the house. It was clear that the house had not been cleaned. Dead bugs lined the sliding door tray, blinds, window sills, and other parts of the house. There are other issues as well, including a dangerously raised wooden step leading up to the house and raised nails, which we had also shown the agent. We phoned the agency first thing Monday morning and followed up with numerous voicemails to the receptionist and to the [redacted]. We kept calling all day, [redacted] and reception. We tried[redacted], who located [redacted] was not at all concerned for us. She told me, with each problem I brought up, that we had to complete the inspection form and drop it at the office. She told me she was out of the office on Friday. She showed no concern at all about our inability to access our property without the help of the one person who can manage the key in the door, which does not fit property, nor did she care that the property is filthy and full of bugs. My mother dropped the form off for us and [redacted] said she would come by the property between 4-4:30pm to review the problems and the keys. We waited until 5pm, but she never showed up. We were at the end of our rope with this awful agency who ignores our repeated phone calls and requests for help. I emailed them advising that it is unacceptable that after paying rent for 4 days we lacked proper access to the property and it had not been cleaned. In response, [redacted] phoned me saying that she and the cleaner could not come to the property until next week because my baby has the chicken pox and they had not been exposed. This is absurd. There has been absolutely no effort on the part of Real Property Inc to address our urgent concerns including the fact we cannot access the property with our keys nor the filth and bugs. In addition, they do so knowing that we have a sick baby and nowhere else to go from tomorrow when our hotel stay runs out. We are thoroughly disgusted with the awful customer service and complete lack of attention or care to our situation.Desired Settlement: I want new keys copied from the original made and delivered to us immediately. I want a refund of the rent we have paid for a property that is not habitable with our baby. We cannot put her down without her trying to get to the bugs. We have had to start the cleaning ourselves in the midst of an international move and starting a new job, which is ridiculous and unacceptable. We were told the property would be clean when we took possession and this is not true at all. We want it cleaned tomorrow.

Business

Response:

Response to Revdex.com Complaint ID #[redacted]The resident who initiated this complaint did in fact view the property on 3 different occasions and had specific items of which they requested to be performed before they moved in. These items were given to the property manager who in turn addressed each request in order to accommodate a quick move in for this incoming resident.

The day that the resident was to move in (Friday 9/27/13) the [redacted] was out of the office. It is my opinion that we attempted to address the items that the new resident wanted performed before they moved in as best we could in the time frame in which we had. Due to the rush of getting these requested items done to have the unit ready for the new resident and the [redacted] being out of the office on the move in day resulted in frustration on everyone’s part.

We provide a 24 hour on call answering service and maintenance technician to address any lock out issues.

The resident was able to access the unit with the keys that were provided, however the keys were a bit

“sticky” in the lock. A new set of keys were provided to the resident the following Tuesday as well having

a cleaner go and address the cleaning issues. There is a crack in the tub however it has previously been

repaired and has not had any issues that we are aware of.

This unit may very well have had a few bugs or spider webs in corners and the tub residue may have been

missed on the cleaning, however these items we would consider remediable and were addressed as promptly as we could coordinate. The unit had been cleaned and was certainly deemed as habitable.

There were issues regarding trying to resolve the complaints that Monday due to the fact that the residents

child had chicken pox and both the [redacted] child and the cleaner had not been exposed to this

virus yet. The one day delay, from the time that the property manager received the notification to the day

the items were resolved, was not intentional delay. This was explained to the resident via phone.

When the resident contacted me regarding the issue I informed her that I was aware of the situation and

her complaints, that I had spoken to the [redacted] and was under the impression that the issues

were resolved or being resolved. I asked her to please contact me should this not be the case.

The resident’s reply was as follows:

From: [redacted]Sent: Wednesday, October 02, 2013 4:52 PM

To: [redacted]Cc: [redacted]Subject: Re: [redacted]Hello,

Thank you for following up. The bathrooms have been cleaned, and the technician was here this

morning -- our second set of keys are working much better after he applied the graphite. We look forward to resolving the outstanding non-urgent issues and greatly appreciate[redacted] assistance yesterday and today.

Thanks,

[redacted]Response Submitted by:

For the past two years my husband and I have been renting from RPI. We can say with confidence that this is the worst place we have ever rented from. If you call to ask to have a repair done, it takes weeks for them to get back to you. If they even do. When they do finally make time to come out to the house they do such a half [redacted] job of fixing whatever is broken that you might as well just do it yourself. 10 months ago we got a puppy, had her approved and been paying the pet deposited for her. I got a email asking me to get rid of her. Here I am thinking, "Didn't I already take care of this? What have I been paying for for the last 10 months." This will be our last year ever renting from them. By far the worst I have ever had to deal with.

By the way we are still waiting for a key to our back door. We asked for that two years ago.

Review: [redacted] is the POA for [redacted], resident at [redacted] and a member of the [redacted]. HOA dues are collected by Real Property, Inc. at the address listed. After a billing issue in July, 2013 we sent a check to pay in full the missing monthly dues. The check cleared her bank in the same month. My mother has made every payment, on time, since. We have now received a bill from the same company, with a remittance address in [redacted], and on a statement that lists no phone number for questions or disputes. The bill is for $1,120.00 which indicates that they have not credited my mother's account for the payment made in July. I have placed two phone calls to the [redacted] office of the company with no calls back. My mother called the week prior and has received no return phone call. This is a company who sends "faceless" bills and communications with no opportunity to inquire or file a dispute. In past dealings with them over maintenance issues I have NEVER received a return phone call. Totally frustrated and am intent on making them accountable for this lack of customer service and billing errors.Desired Settlement: A billing adjustment, a letter of apology to my mother, and a complete audit of their financial records. There are likely other residents who do not have an advocate for them...who knows how much money they are collecting by fraud.

Business

Response:

RE: 12/31/13 Balance Forward Error

Revdex.com Complaint #[redacted]

Ladies:

During our recent software conversion, we errantly loaded [redacted] December 31, 2013

balance forward on to [redacted] account. On the association’s owner roster, you are

adjacent to one another and this was simply a keypunch error as we manually migrated account

balances from one software to another. [redacted] account should have reflected a zero

balance as of December 31st.

I have corrected the mistake and [redacted] please find copies of both account ledgers before

the correction and after the correction for your verification.

I apologize for any inconvenience this may have caused.

Sincerely,

[redacted]WBW:pc

[redacted]cc: [redacted].[redacted]

Real Property, Inc.

Better Business

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted].

Regards,

[redacted] I spoke with the customer and she stated that the complaint was resolved. She also said that the business did reach out with a letter that shows the mistake that was made and that it was fixed.

Review: Numerous complaints (over the course of 3 years) put in about large amounts of mold growing in the bathroom. Told them it's a health code violation and they replied that it's a matter of opinion. These people never answer their phone and even hired an outside company to take messages for them as to avoid direct contact with their customers. Roof shingles flew off the house during a mild storm because previous repairs to the same spot on the roof were obviously not done correctly. The shingles caused damage to several cars including my friend's, his girlfriend's and my neighbors. Over a week and still no word about who their insurance provider is. These people are slumlords and don't deserve to be in charge of where honest, hard working people live.Desired Settlement: Release from any debt owed for moving out earlier than expected. Refund of security deposit. Compensation for poor energy efficiency due to broken seals on doors and windows which resulted in higher energy consumption. Compensation for damage to vehicles on the property due to repairs that were done incorrectly to the roof. Emotional and stress related damage for having to go through hell to even speak to someone in this ridiculous and unprofessional company.

Business

Response:

In replying to [redacted] complaints I have addressed the individual items below. Background information on the situation is as follows:

Currently there is unauthorized dog in the premises. This property and owner clearly do not allow dogs and management approval must take place before any animal enters one of rental properties. Pet requirements are clearly addressed in the lease that [redacted] signed.

[redacted] has also not paid rent for the months of December and January and collection actions have been implemented as a result in the form of an Unlawful Detainer. We are certain that [redacted] has received this warrant thru posting service performed by the sheriff and a copy placed in his mailbox on January 3, 2014; all prior to [redacted] making this formal complaint with the Revdex.com.

[redacted] contacted the property manager (after she called about the past due account balance) saying that he planned to move out of the property by January 31,2014. [redacted] explained that he could no longer afford to pay the rent because he worked on commission at a job in Richmond, VA and if he didn't have a good month, his pay was not enough to cover anything but his fuel costs to commute to his job. [redacted] said that he had a friend in Richmond that was willing to rent him a room for $300/month and that was what he planned to do. The property manager did offer him our standard lease break options as we do for anyone inquiring about breaking their lease contract.

[redacted], the property manager, has tried on numerous occasions to go to the home to inspect items that [redacted] make claims about repairs being needed. Each attempt has been met with inconvenience on [redacted] behalf due to the fact that he requires someone to be present when we enter the unit. In trying to oblige [redacted] request to be present, appointments for inspection have been rescheduled over a period of months beginning in August of 2013. [redacted] continued during this time to make threats regarding a health inspector due to mold growth and windows and doors being drafty. [redacted] stated that he would send us the report and did not want us entering the unit until such time. To date we have not received any such report.

1. Numerous complaints (over the course of 3 years) put in about large amounts of mold growing in the bathroom. Told them it's a health code violation and they replied that it's a matter of opinion.

a. The property and bathroom were inspected on December 18, 2013 where it was observed that mildew was on the bathroom ceiling and that the metal curtain rod was rusted. The bathroom exhaust fan was operating at the time and the deduction was made that the bathroom door must be left open to air out the bathroom after the steam from the shower since it also appeared to be rusting the metal curtain rod. Typically with this kind of mildew growth which is common in bathrooms because of the humidity we always suggest leaving the door open as well as spraying the ceiling when you first see any small area of mildew growth with a mildew remover/cleaner or [redacted] which will normally remove the mildew within minutes. We do have a difference of opinion with [redacted] about the cause of the mildew.

2. These people never answer their phone and even hired an outside company to take messages for them as to avoid direct contact with their customers.

a. I am uncertain of this complaint. We do employ an answering service for emergency maintenance calls after the office is closed as well as an in house maintenance dispatcher who handles all maintenance requests during the day. I am unaware of any contact with [redacted] that has gone unanswered from either method. Most property managers are on property during the day but are unavailable via email and direct line to speak with residents.

3. Roof shingles flow off the house during a mild storm because previous repairs to the same spot on the roof were obviously not done correctly.

a. There were abnormally high winds on January 2, 2014 causing a portion of the roof (shingles) to come off which we consider an act of nature just like a tree falling. If there are any reported loose shingles when we have repaired them in the past. The section that did come loose in the storm was not in a section previously noted as an area the we previously repaired or in need of repair.

4. The shingles caused damage to several cars including my friend's, his girlfriend's and my neighbors. Over a week and still no word about who their insurance provider is. There people are slumlords and don't deserve to be in charge of where honest, hard working people live.

a. This is true and the property manager went out the following day to inspect the vehicles with reported damages as well as the roof. There were scratches on the cars from the shingles and a claim that a large dent was created from the shingles. We contacted the property owner directly concerning the potential claim for the vehicle damage as well as to inform them about the roof. The property owner (our client) instructed us to contact their insurance company to file the claim which we did as well as a roofer who has accessed the damage. In our recent communication with the property owner's insurance company the claim agent informed us that she had contacted all parties' involved and left messages but has not heard back from them.

b. Whenever there is a property claim in regards to a vehicle damage we inform residents to contact their car insurance company, it is then up to the car insurance companies to make a claim against a home owner's insurance policy.

Desired Settlement:

Release from any debt owed for moving out earlier than expected. Refund of security deposit. Compensation for poor energy efficiency due to broken seals on doors and windows which resulted in higher energy consumption. Compensation for damage to vehicles on the property due to repairs that were done incorrectly to the roof. Emotional and stress related damage for having to go through hell to even speak to someone in this ridiculous and unprofessional company.

The owner of the property is unwilling to offer any release from the lease agreement which is in effect until June 3, 2014 or any additional compensation. The vehicle claims are currently being handled by the property owner's insurance company, whether they agree to any damage payments is not our duty to mitigate. Currently there is a standing appointment that was arranged prior to this complaint being filed for a maintenance technician to address any issues inside the unit that warrant repair, this Friday, January 17, 2014. The roofer has also been engaged and is currently waiting on the materials to arrive to perform the necessary roof repair from the wind damage. The Unlawful Detainer court docket is currently scheduled for Wednesday, January 22,2014 to determine the unpaid rent for December and January.

Response Submitted by:

Director of Residential Management

Review: I was a tenant at a rental property managed by [redacted] from June 2013 - June 2014. The property address was[redacted] Upon move-out, the return of the security deposit was short $90. The rationale for the $90 charge was to move out a bed that I had left at the address for the new tenant. I did this after receiving permission to do so from the property manager, Amanda Walton. My father first contacted [redacted] to express our concerns on August 13, 2014. She immediately replied that she would look into it and get back to him. She never got back to him, so he sent [redacted] more specifics with respect to the complaint in a follow-up E-Mail on August 19, 2014. To this day, he has never received a further E-Mail from [redacted] on this issue. My father asked me to E-Mail [redacted], thinking that I might have better luck. I sent an E-Mail to [redacted] on September 4, 2014, and when I received no reply, I sent a follow-up to the company itself on September 20th (on the off chance that [redacted] no longer worked there). I finally received a reply from [redacted] on September 22nd. In that reply, [redacted] indicated that she had been very busy, and that I should hear back from her in about a week. Nothing was ever heard back. I sent a final follow-up E-Mail to [redacted] on October 26th, and again, no reply.Desired Settlement: I would like a refund of the $90 erroneously withheld from my security deposit for the bed I left behind w/ Property Manager ([redacted]) permission.

Business

Response:

In replying to [redacted] complaint: I agree that she was due a credit in the amount of $90.00 for the mattress confusion upon her move out. I was under the impression that the credit had been issued by our accounting department prior to receiving this complaint. After speaking with the accounting department it was found that the refund should have been sent, however due to a change in the [redacted] last fall there was miscommunication about the refund paperwork. We have issued the refund check in the amount of $90.00 and placed it in the mail to Ms. Braun on 1/16/15, to the address listed on the complaint. Response Submitted by: [redacted]

Consumer

Response:

[A default letter is provided here which indicates your acceptance of the business's offer. If you wish, you may update it before sending it.]

I have reviewed the offer 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. If the company does not perform as promised I can get back to you at: [redacted]

Regards,