Real Property Management of East Valley

[redacted], In response to your claims, we did pay your HOA dues in January, we had no idea that you paid, since on the invoice it showed no payment made.  If you paid after the fact, I'm sure they will refund your monies.  I have enclosed the invoice. In addition, I have enclosed...

the email chain approving the slab and tile work to be done at your property [redacted].  Your comments baffle me, since we never did get the other charges added to your account, that would have brought the balance due way over $2000.  You were aware of the work done, you approved it prior to November 29th per a phone call (Emergency Line) with Jill, then confirmed it in writing to Jill, our Maintenance Manager.  The shutters were removed per your instructions, not ours, you were aware that they were damaged and unsightly.  RPMEV returned the Security Deposit back to you, please refer to the statement enclosed, not the Tenant as you claim.  The amount was for $801.20, which none of it was given to RPMEV to pay down the debt owed.  As mentioned several times, you installed white Berber carpet, this is not the ideal carpet for a rental.  The cleaning and carpet were done by the Tenant, needless to say, there was traffic within your home after the Tenant had departed.  The carpet would not look spotless, when you took possession of it in December.  The Tenant did owe for December, however, in lieu of the situation with the slab leak and the damage to the kitchen tile while she was residing there, it was waived to cover her inconveniences with having to turn on and off water just to wash clothes, dishes or shower.   It is important to remember, when we rent, that the house is safe and in working order at all times, so that you keep good Tenants.   We try and make it fair for all, you did receive her entire Security Deposit, only because she chose to break her lease, than play games with the water and try and live around the mess, as they fixed the slab and floor in kitchen.   There is no money due you, in fact, you are still in debt $1937.50, to Real Property Management East Valley.  Please remit, we are already taking a loss, since we gave your account over to our collection agency.Sincerely,  Sheryl S[redacted]Office Manager

I have reviewed the response made by the business in reference to complaint ID[redacted], and have read the receipt explaining the charges.  It does not match was was told to me via email, but I will accept the receipt as proof of charges.  

Thank you for your time,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

The language in the Property Hold agreement is ambiguous. Is this deliberate? It is the responsibility of those who wrote the contract to be clear in their terms; otherwise it is fraud. The requested rent reduction was to serve as a hedge against known expensive septic tank problems which those in the area have already had. It's only because we overall liked the property that we put up with having to chase down the rental agent.  Her lack of response determined our decline date-she has no one but herself to hold accountable for that. This matter is still unresolved.

Regards,

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I have attached a letter outlining there response.  I have also attached proof that they have lied and are not being forthcoming.  My resolution is outlined in the letter. 

Regards,

Dear [redacted],  I see that your Quarterly Inspection refund was issued on 09/29/2014, the reason the check was not cut, was because your account was closed prior to distribution, the monies get stuck in limbo until your account is...

reopened, in which I did this today, and the funds are on their way to you.  I am sorry for this inconvenience.  It is hard for anyone to see this when an account is closed that is probably the reason you could not get answers as to where your check was.  Again, I do apologize...for this very reason we do quarterly audits on closed accounts to make sure payments are disbursed if hung up this way.  I assure you, you would have gotten your money eventually, we do have checks and balances in place.Sincerely,[redacted]Office Manager

Dear [redacted],

The $75.00 was applied to balances remaining on your account as follows: 

00.09 applied to 4100.40_admin fee dated 7/01/2013  balance remaining o/s

74.73 applied to 4000.00_Rent dated 4/26/2013  balance remaining o/s

00.18 applied to...

4100.40_admin fee dated 8/01/2013 balance remaining o/s

_____

75.00  PP-[redacted]  paid in full 03/24/2014

I have enclosed your ledger for your review, it states the same above without the definition of the accounts mentioned...I thought the definitions would help you identify the payments better.  Also, for your information, we have now started sending reminders at the end of the month to keep our Tenants better informed of their balances on their account so that they can rectify them sooner than at term of lease.  It appeared no one read the Late notices in the beginning of the month because they said RENT DUE, instead of BALANCE DUE, so we are trying to capture their attention early on.  We do appreciate your payment to clear your account.  You are in good standing with RPM East Valley.

Sincerely,

Dear [redacted],  I have enclosed a copy of all the emails that transpired between you and the leasing agent, [redacted].  It was you, that decided that you no longer wanted to rent the property when the Owner would not reduce...

the rent as you requested, unfortunately, the leasing agent is correct.  When you take a property off the market and you were sent the leasing papers to sign, this means, any monies you have put forth securing the property will be disbursed to the Owner as if you had rented the property for that time it was not marketed, which in your case was 3 weeks going on 4 weeks.  Yes, we did have our attorney review this decision, to make certain, that we were correct in our determination.   I am sorry that the Owner was not in agreement with your reduction of rent, but you were happy with the property until you found out that it was on a septic tank, which even then you were ok with, but you wanted a reduction in rent, which is not our call, it is the Owner's, we work for the Owner.  As mentioned in the emails, you were sent that paperwork to sign May 30th, however, you return with a counter offer Jun 3rd, and then pulled out Jun 6th, after there was no further negotions to be had.   There is no compensation at this time, you knew on May 13th that the HOLD Monies were non-refundable, when you signed the document to take the property off marketing.Sincerely,[redacted]Office Manager

I do not recommend this property agency. They are very disorganized and do not keep records well. Several times they would start a process and drop the ball during our tenancy. When we submitted our notice of vacancy they said nothing and gave no directions of what was expected through checkout. We went above and beyond cleaning the property puttying nail holes. Yet they refused to give our full deposit back because we did not paint. Had they told is they wanted it painted we would have. Also 3 months after moving out they called saying we did not turn in a storage key. We surrendered all keys at time of departure and this is another example their own disorganization.

Hi [redacted], I did some investigating to see why there was a delay in getting the keys and security deposit return to you.  This is what I found to be true:1.  The Tenant never did return the keys to the unit, they had changed the locks, we therefore, had to change the...

locks and secure the unit to protect it and you from any damage an outsider could do.2.  When the Tenant took it upon themselves to change the locks, it was impossible to get them to cooperate with our Quarterly Inspections of the unit.  Yes, we could have drilled out the door lock and forced entry, but that would have been an additional expense to you.  3.  We had to follow protocol in determining that the Tenant vacated the unit, posting a notice and taking a picture is no longer valid in [redacted], we needed to go thru the mail service with certifying the notices and getting them either to respond in writing or in person, which they did neither, thus it was considered abandoned property, allowing us entry as of 9/5/2014.  Any items found on the premise at that time, was considered trash and/or abandoned.  4.  As far as the promissory note that was discussed in July, there was no signature obtained to make it secured as a valid document to execute.  They said they would come in and sign on the last conversation the leasing agent had with them, this never happened.5.  Your keys to the unit and Security Deposit are in the works as of 9/26/2014 to be released to you per our Closing Department.  You should have them before month end.  When a tenant abandons a property there is 30-days to get everything squared away.  And closing an Owner is also 30-days from the time of the request.  I am sorry that we are losing you, we were dealing with uncooperative Tenants and trying to get them to comply, unfortunately, this did not work.  Your willingness to work with them, was not respected either.                                                                                                                                                                                                                                                                                                                                               I truly regret that we are losing you and hopefully, not because of this incident.  There was nothing we or you could have prevented this from happening.   I understand that you are interested in selling your unit, we could help you with this if you would like, please contact either myself or [redacted], Broker, ###-###-####, or email[redacted].Sincerely,[redacted]Office Manager

Dear [redacted], 

     I have talked with [redacted] regarding your account_ I read from the complaint, you said we did not manage your property to the best of our abilities.  [redacted] said the tenant, ([redacted]) was already in the property for at least 9 years and the damage that you...

are complaining about was already done, when we took over management (Jan 1, 2011) and we do not recall being asked to evict this tenant upon hire.  He suggested that you keep the Tenant in the unit until the lease termed only because you did not want to spend the money to repair the unit at that time and you wanted the income coming in, which the Tenant did pay in a timely manner.  The reason the rent was not increased, was because [redacted] advised you that you may lose the Tenant and the repairs would have to be done before we could re-rent the unit, this you did not want to do and agreed to keep the Tenant in the unit per your discussions with [redacted].  [redacted], also, told you towards the end, that we could evict and not accept the Rent, there was never any concrete yes or no.   We are sorry that you felt we did not meet your expectations, however, we tried to please you as well.  

     The problems with the unit were increasing, only because of the existing damage done was not repaired.  Yes the market value did go up in 2013 and we could have moved the Tenant out and increased the rent, but this again, you did not agree to at the time this was mentioned.  We never misled you on the market value of the unit, we told you that the repairs would need to be done and a new tenant would have to be found, this would take about 1 - 2 months.  The frustration came when the problems started to arise and the existing tenant, started to complain of the necessary repairs needed to the unit.  This is when the correspondence increased and you eventually left us for another management company, which they did what we wanted to do all along.  We warned you of the cost to repair the unit and we would have increased the rent as the market dictated.  Unfortunately, we never got the chance, since you moved to another company the first of this year (Jan.2014).  

      The inspections were done quarterly the last one done as of 08/28/2013, quarterly inspections are given to the Owner upon request.  You state that you never received the copies of the quarterly inspections, this I can't prove or disprove, therefore we will compensate you for the cost incurred from 01/01/2011 - 01/31/2014, $405.00.   I have enclosed an Owner Statement that covers the period from 01/01/2011 thru 07/08/2014, this will reflect all expenses and income earned for the duration you were our client.  

      [redacted], we feel that we did the best to keep your property as a profit center to you, you were aware of damages to the unit even before we managed your property, the tenant's ([redacted]) security deposit was turned over to the new management company on 01/17/2014 in the amount of $1393.00, which should have been given to you, when damages are excessive as per your written complaint.  We don't feel that we should be held liable for damages that you were already aware of, prior to us taking on the management of your property.  Yes, it is possible that the damages became more prevalent as time passed, but still we only did what you wanted.  The repairs noted on the Owner's Statement were mandatory by State law and were considered either Safety, Health or Life issues.  I hope you can reconsider your claim against us, even so, we did our best to manage your unit within your guidelines and gave you the best strategies to follow and keep the income coming in to the best of our abilities.

Sincerely, 

Office Manager_RPMEV

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.

I have talked with [redacted] regarding your account_ I read from the complaint, you said we did not manage your property to the best of our abilities.  [redacted] said the tenant, ([redacted]) was already in the property for at least 9 years and the damage that you are complaining about was already done,

            Although I was with my former management company for over ten years, Mr. [redacted] did not rent my property at [redacted] until the first quarter of 2009.  This can be easily documented, to show that Mr. [redacted] was not a long-term tenant when RPM acquired the property.  I had problems with lateness in rent from this tenant and HOA violations from the beginning, so when I started having record keeping problems with the former management company, and an unwillingness on their part to evict Mr. [redacted], I interviewed other companies and hired RPM in January of 2011. 

            [redacted], the manager of RPM told me he would personally handle the account for a while because of the problems with the tenant, and wanted to see if he could “turn the tenant around.”  Immediately upon taking on my rental he told me he personally went to see Mr. [redacted], and that is when he highly recommended that 1.) we try keeping the tenant for awhile; 2) that I should begin eviction insurance, and 3.) that I should pay for regular inspections, and in that way they could go in and monitor the property.  During that conversation, and following [redacted]’s visit to the property in late 2013, he ([redacted]) made a point of telling me repeatedly that Mr. [redacted] took good care of the property and that is one of the key points he made to me to keep Mr. [redacted] in there—that and that the economy and rental market were still so poor. 

            At the time of the first visit with the tenant [redacted] was told by the tenant that if he could pay his rent on the 15th instead of the 1st of the month, it would be easier for him, and [redacted] allowed him to do that.

when we took over management (Jan 1, 2011) and we do not recall being asked to evict this tenant upon hire.   As stated in my complaint, I was very clear from the beginning that the first thing RPM would be expected to do was to evict Mr. [redacted] and get a new tenant for the rental.  He suggested that you keep the Tenant in the unit until the lease termed only because you did not want to spend the money to repair Mr. [redacted]’s lease was up on January 1, 2011, and rather than renew the lease, [redacted] put him on a month to month.  As to a conversation about repairs being needed, THIS WAS NEVER BROUGHT UP OR A PART OF THE CONVERSATION, it would have only strengthened my resolve that I had a very problematic tenant that needed to be replaced.  the unit at that time and you wanted the income coming in, which the Tenant did pay in a timely manner.

            This statement, “you did not want to spend the money to repair the unit,” is false.  I have had one to two rental properties for the past thirty years and have a demonstrated record of responding immediately to any request made of me by a tenant or management company.  This was certainly true with Mr. [redacted], as repairs were done on the air conditioner, plumbing and needed replacement of the water heater and mircrowave.  In each case, I was contacted before the work was done, and gave an immediate approval to go forward with the repair or replacement requested. (I was charged $250 for a new microcwave and installation and found out recently the mircrowave was a used model.)  My owner statements will support the repairs and replacements I have indicated.

            What I did not receive was ANY indication whatsoever at any time that the tenant was abusing the property in the way that he did.  (See forwarded email regarding first report of damage by new and current property manager.)  Following both [redacted]’s visits at the house (in January 2011 and toward the end of 2013, he reported to me that the tenant “keeps the property in good condition.”  As indicated in the complaint, it was after [redacted]’s visit with the tenant in late 2013 that I first heard that the tenant had put “a ‘removable’ structure on the back porch” and wanted to “do some things with the landscaping” and had done  some “decorative painting” in the house.  Each of these items was represented to me as very positive efforts on the part of Mr. [redacted], but was not the case at all.

            When by early 2013 I could not get RPM to help me move Mr. [redacted] out of the property I began interviewing other management companies.  I was told that the first thing I needed to do was to get my tenant on a 1st of the month payment basis.  That, and the frustration I was having from getting such a run around prompted the letter sent to [redacted] on November 5, 2013 (copy attached).  Until that time, it was my intention to stay with RPM only until the tenant was evicted to take advantage of the eviction insurance I had paid, and then find a new company to go with.  However, I simply could not get RPM to evict Mr. [redacted], and it is my belief that they lied about his paying his rent on time during this time period.

  The reason the rent was not increased, was because [redacted] advised you that you may lose the Tenant and the repairs would have to be done before we could re-rent the unit, this you did not want to do and agreed to keep the Tenant in the unit per your discussions with [redacted].  [redacted], also, told you towards the end, that we could evict and not accept the Rent, there was never any concrete yes or no.  

     We are sorry that you felt we did not meet your expectations, however, we tried to please you as well.  

     The problems with the unit were increasing, only because of the existing damage done was not repaired. 

            As stated before I was never made aware of “existing damage” to my property, but I did begin to ask for reports from the so-called “regular inspections” with no response.  Then at one point I received an email from someone at RPM, not [redacted] or Sheryl, stating there were some items that would need to be addressed if the property were to become empty.  I asked for a list of the items they felt needed to be done, and never received an answer.  Unfortunately, I do not have a copy of that email, so I don’t know who in the company sent it, but it was a male name as I recall.        

 Yes the market value did go up in 2013 and we could have moved the Tenant out and increased the rent, but this again, you did not agree to at the time this was mentioned. 

            The above is a false statement.  [redacted] never brought up an increase in rent, but when I did on a few occasions he simply would not do it arguing the tenant was having trouble paying his rent as is, and “I was lucky to have a paying tenant.”

We never misled you on the market value of the unit, we told you that the repairs would need to be done and a new tenant would have to be found, this would take about 1 - 2 months.  The frustration came when the problems started to arise and the existing tenant, started to complain of the necessary repairs needed to the unit.  This is when the correspondence increased and you eventually left us for another management company, which they did what we wanted to do all along.  We warned you of the cost to repair the unit and we would have increased the rent as the market dictated.  Unfortunately, we never got the chance, since you moved to another company the first of this year (Jan.2014).  

      The inspections were done quarterly the last one done as of 08/28/2013, quarterly inspections are given to the Owner upon request.  You state that you never received the copies of the quarterly inspections, this I can't prove or disprove, therefore we will compensate you for the cost incurred from 01/01/2011 - 01/31/2014, $405.00.   I have enclosed an Owner Statement that covers the period from 01/01/2011 thru 07/08/2014, this will reflect all expenses and income earned for the duration you were our client.  

      [redacted], we feel that we did the best to keep your property as a profit center to you, you were aware of damages to the unit even before we managed your property, the tenant's ([redacted]) security deposit was turned over to the new management company on 01/17/2014 in the amount of $1393.00, which should have been given to you, when damages are excessive as per your written complaint.  We don't feel that we should be held liable for damages that you were already aware of, prior to us taking on the management of your property. 

I have not asked at this time for RPM to pay for the cost of the damages this tenant has cost me, but for reimbursement for charges paid to them for services not received, and for refusing to ask for rents at market value for an extended period of time.

Yes, it is possible that the damages became more prevalent as time passed, but still we only did what you wanted.  The repairs noted on the Owner's Statement were mandatory by State law and were considered either Safety, Health or Life issues.  I hope you can reconsider your claim against us, even so, we did our best to manage your unit within your guidelines and gave you the best strategies to follow and keep the income coming in to the best of our abilities.

            I don’t wish to sound like a broken record, but to see statements repeated constantly through-out this letter that I was informed of damage to the property, AND refused to do anything about it, is frustrating.   These cannot be categorized as mere misunderstandings, they indicate a dishonest depiction of what was said and done.

Sincerely, 

Office Manager_RPMEV

  

Attachments:

-Letter from me to [redacted] Rowly, November 5, 2013

-Attachments sent in emails to [redacted] indicating problem with tenant paying rent late, and RPM not issuing owner’s draw in a timely manner.

Forwarded:

-Two emails to/from my new property manager regarding the condition of the property upon her first inspection.

Regards,

Let me just start off with saying I will never ever suggest this property management to any person for as long as I live. If I could give them a NEGATIVE 30 stars I would. And yes I said 30 that is how bad of an experience I had with them. This is the most unprofessional group of individuals I have ever worked with. I had recently been searching for houses to to rent online when I came across this gorgeous 4 bedroom, 2 bath house in Mesa. As soon as I found the house I scheduled a time to go see the house. When scheduling this viewing I did it all online so I wasn't exactly sure who the realtor was because their name wasn't posted on the website. Fine no problem. I went and viewed the house with one of my friends who would be moving in with me and we instantly fell in love with house, so much so the next day the both of us and our other roommates filled out the application and dropped it off to the business along with our application fee. It wasn't till I dropped off everyone's application that I found out the name to the realtor, Carrie J[redacted]. I left the business and awaited to hear from the realtor to see if she had received our applications. I didn't hear anything so I emailed her and she told us the next step for house. Fine no big deal completed everything that was needed and dropped of that night. So we sat and waited and waited to hear anything from the realtor. She never contacted us so after a while I emailed her asking for the updates 6 hours later she responses saying that she has to talk to the home owners and she would know by 6pm that night, mind you it was 3pm when she emailed me. So we waited till 6pm heard nothing it wasn't till the following morning she responded saying we were approved and that she was going to write up a lease. I immediately responded thanking her and what not, that was on a Saturday. Didn't hear anything all weekend which is fine it's the weekend. Monday comes around, heard nothing, Tuesday goes by we text her because that's the only way to get a hold of her if were lucky. She finally gets the lease to us Thursday and says the move in fee and rent and everything comes to a total of almost $4,000 and she needs it by tomorrow!!!!! She gave us 24 hrs to come up with that kind of money. I have a great job but I have bills to pay and I don't have that kind of money to be just throwing at a house that quick. We ask her if we can get an extension or if we could split the payments up and she said no it has to be all upfront, but you can have a few more days. Mind you she isn't the fastest to text back. There are days in between these text messages. We decide to contact the manager of the business to see if she can do anything. She gave us a deal and then said you have 24 hours to accept. With in the 24 hours we get a call back from Carrie not the manager saying that they are going back on their word and will not be honoring the deal for us to move into the house. Carrie said (not in exact words but in general) that they don't believe that the house suits my friends and I and that it is out of our price range. EXCUSE ME!! I have never felt so discriminated against in my life. That right there is predigest and extremely biased. Who is she to tell me if a house is out of my price range or if it doesn't suit me. Were not good enough because were a young adults fresh out of college trying to make it in the world. I am so glad that we have decided to take our business else where. I hope that is not how you feel about all off your clients. I sincerely feel bad for anyone who this company is dealing with.

Dear [redacted] / [redacted]:You left early Dec.26, 2014...you were told by [redacted] that the Owner would have the final inspection upon his arrival in Jan.2015.  [redacted] did the walk-thru with this in mind, knowing that the Owner would have the final say.  The inspection is vague...

per [redacted]'s standards, but she was waiting on the Owner's input, since it is his home and he was doing most of the work himself to repair the items that needed it.I have reviewed the account and spoken with [redacted] and got some input from the Owner too regarding the charges applied to your account.  Both have agreed to only charge you the Security Deposit, any charge over this would be the Owner's cost.  There was substantial repairs to the unit not because of you, but just due to general wear and tear, the Owner felt it was time to get it done.  Not realizing this was not to be billed to you, the costs just associated with your responsibility to the term of lease was itemized as such:  a.  $471.00 _Carpet Cleaning  b.  $350.00 _Rent Ready Cleaning  c.  $440.00 _Landscaping  d.  $234.25 _Plumbing, Filters, Light bulbs, Utilities, Appliance partsBased on our notes you were emailed the breakdown of the Security Deposit on 03/13/15, on 03/17/15, you were emailed and mailed a copy of the contractors invoices.I have enclosed a copy of your Lease, the notice to vacate, the adjusted Contractor's Invoice, the Landscaping and Utility invoices, a copy of the move-IN and move-OUT statement, a copy of your Tenant Ledger that has been adjusted.  The Owner said he would not pursue you for the amended amount, realizing that not all that was done to the unit was your responsibility.    We have contacted our collection agency and removed your name as well.The locks were changed but not at your expense when the new Tenants took possession on 03/07/2015.  I hope this has answered your questions in detail.  Sincerely,[redacted]Office Manager

06/01/2015 _Revdex.com_Case #[redacted] Chandler   85249[redacted] / [redacted],I am sorry that you feel that we have done you wrong; the following is a final rebuttal to your outline:1.  You claim you still had not received a breakdown in RENT from Mar 1 to Mar 6...This was clearly itemized on the Tenant Ledger which was sent to you in the last response, in which you can see that you paid $338.70 via PayLease #38945318 dated $3/5/15.  Rent $328.08, Tax 4.92 and Admin $5.70 = $338.70.     You also claimed that the Tenants were moving in on 3/6/2015, their Lease is dated 3/7/2015... until we have a signed Lease, no keys are given out.  Our Leasing Agents are independent agents and can work any day of the week, they do not necessarily follow our office hours.  Most Leasing Agents do the majority of their work on the weekends and take days off during the week to compensate for time in the field over the weekends. 2.  [redacted] stands by what she said to you, therefore, this would be considered a she said / she said draw.  There is no proof either way.  She said that she told you that the Owner would have the last word regarding what cleaning would need to be done.3.  The charges were reduced per the Owner, he thought it fair and reasonable for what was charged to you, considering he spent over $3K renovating the Unit.  The Lease Agreement has an addendum just for yard care, it is your responsibility to maintain the landscape and yard at all times during the duration of the Lease, yes, we could have sent you a 10-day notice to cure, however, we were no longer inspecting the unit after you had left. The Owner saw the condition approximately one month after your departure...he's the one that hired the landscaper to come and do the work.  You were still responsible for the yard care even though you left early.  It was your responsibility to report to us that the landscaping needed to be kept up, while you were gone, this charge would have been charged against your Security Deposit.  The first page of Lease #10...(which was given in the last response) clearly states that you forfeit your Security Deposit and that you will be responsible rents and other fees per this agreement through the end of the lease period or until the unit is re-rented with a qualified lease, whichever comes first.     The labor to install the light bulbs, filter is what was charged to you.  You are correct, your daughter did buy the light bulbs to be installed.  You were responsible for the Utilites until the end of the Term of your Lease.  The appliance parts and installation was the additional charges to make up the balance of the $234.25.4.  The Email on 03/13/2015 had all the Owner repairs noted, which we have since, reduced to only what you were liable for, this including the yard care and utilities, cleaning, carpet cleaning, small appliance repair, lights and filter.  On 03/17/2015, [redacted] emailed you the copies of all the charges per your request.  You have been removed from our Collection Agency and the Owner was informed that some of the charges that were charged to you originally were not your responsibility.  Everyone is in agreement, there is no balance on your account to date.5.   There is no further negotiation...the Owner and RPM East Valley have made allowances already.  I am sorry that you are not satisfied with this decision, but it seems that we cannot agree on what you truly were responsible for.Sincerely,[redacted]Office Manager

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

Regards,

[redacted],

I have reached out to [redacted] to see why there was no returned phone calls, the "office assistant" that you speak of, we have no male office assistant, the only thing that I can phantom is that you were placed in the wrong que and someone from another department got your call...

and that is why there was a disconnect as to what you were asking.  [redacted], said that she had taken several qualified apps on the property Feb 7th, she said that she got your message, but could not make out the name or number, it sounded like you had been by the home, the message was garbled, she was hoping that you were there on the 7th to put in your app when the home was shown.  She really did not know that you were not one of the qualified apps that day, it had been rented the following day.  She has apologized to me and extends her apology to you, but wanted to assure you that she does have other properties that you may qualify for in the same price range and would be more than happy to show them to you if interested. 

I am including all your reachable numbers in this email so that [redacted] can reach out to you in the event that you may want to look at another property...she will call, most of the time, it is advisable to make sure that you send an email with the application to ensure that you are first in line for consideration.  We are sorry we missed you on this property.

[redacted], please contact [redacted] at the following numbers or email:  ###-###-#### Daytime or evening, [redacted]@gmail.com

I have included [redacted], the Owner in this email, he may reach out to you as well...in terms of getting you settled into a place similar to the one missed.  We are sorry for the non-communication, once the property is approved for Tenancy, we do move on, however, this does not mean we do not answer the calls coming in, we try and place them in a similar property and within the their price range.  Again, we are sorry for the non-communication that you experienced, we do care about you and our Owners.

Sincerely,

Office Manager

Dear [redacted] and [redacted],

The monies were deposited into your account when you were told.  The Nov 27th Security Deposit refund is always mailed, why it took until 12/10/2013 for you to receive the Security Deposit, I have no answers.  It may be due to the holidays, but...

still that was lengthy to say the least, however, we do not control the Post Office and your comments should not be directed to RPMEV.

Also, you have been reimbursed for any overdraft fees incurred to the error of the Automatic Payment draw that did occur in December, which it was your responsibility to notify PAYLEASE to turn it off, we will do it as a courtesy for you when notified, however this was not the case.  We have acted on your behalf throughout this ordeal, for you to complain to Revdex.com was unnecessary.

I have enclosed your correspondence to us, as support to show that we were in constant contact.  I hope all is well at this point and we can move forward.  Wishing you and yours a very Merry Christmas and Happy New Year.

Sincerely,

Office Manager

So when I moved into an apartment 2.5 years ago, not six months in the property group that took over was real property management east valley. These types of agencies are supposed to work as an advocate for both the tenant as well as th owner of the property. Here is how lack luster this company is. They do not send anyone to check the property. One tenant had a roach infersted unit that then effected the entire building. They called in Beadle exterminators who told me that they would have to come back several times to fix the problem. they never came back. When calling real property to maintenance, they do not take you seriously and you are never seen as a priortiy. To note some issues. If you send an email Clint has an automiatic kick back response saying that he will call you in 24 to 48 hours, that will never happen. They use inferior handymen to fix problems. My window was broken and they replaced it with Plexiglas. I recently just moved out and a month later, nowing that I do not live there, they charged my rent again. There is no comunication in this office and you are never seen as a priority. They have Revdex.com awards plastered all over their hallway but they show no real reason to have them on their walls. Back to the roach problem, when calling Clint, there "hardworking" maintenance regulator, he would rather spit out some crap line in your lease agreement then to fix the issue. Doesn't matter how much you keep your unit clean, if someone else doesn't do their part, the issue will continue to stay around. This property will only look out for the owner to line their pockets then to help the tenants as they should by law. Even met with the office manager and she seemed clueless as well about anything that goes on in her office.

Review: -RPM collected management fees yet failed to provide management services or proper oversite of a rental property.

-RPM refused to evict a tenant with multiple problems, yet continued to collect eviction insurance monthly.

-RPM collected property inspection fees, but would not give reports upon claimed inspections, and failed to report great damage to the property.

-RPM refused to increase rents for over two years, and claimed misleading status of the market value of the rental property.

After continuously trying to resolve the problems with RPM for at least the last six months I was with them, first by phone and memos, then by letter, I replaced them with another management company. Upon interviewing various companies, I was told unsolicited by three different companies that the market value of my property was $100-$200 below market, and that there was a very strong rental market at this time. Once a new company was employed, upon their first inspection they told me of very alarming conditions of the house, and the tenant was sent a 30-day notice of termination of the month-to-month rental agreement. He did not pay rent that month and forced me to evict him. I went over myself from San Diego immediately upon the vacancy and have had to go back once more. I have spent $12,000 since April 1 of this year, and well over half of those funds was for repair and replacement due to abuse and damage to the property on the part of the tenant. When RPM was hired in January, 2011, they were asked to evict this tenant. After ten years with my previous property management, I was having such unresolved problems with this tenant, that I felt I needed to change. [redacted], the manager at RPM talked with the tenant, told me he felt he could turn him around, and that he would be monitoring the situation closely. The problems did not stop with late rents and HOA complaints, yet I could not get RPM to go forward with the eviction, but felt at least the inspections would alert me to any "damage" to the property. The damage was significant, and breaches to the rental agreement could not have been unnoticed if inspections had actually been done.Desired Settlement: In a letter sent to [redacted] of REal Property Management, East Valley, on May, 24, 2014 I asked for $ 3,346.30 to make me whole.

This included 13 months of management fees; reimbursement for both monthly eviction insurance, and the inspection fees charged for 2011 through early 2014; and $1,000 for failure to collect market value rents and lying about it for a period of 24 months.

Business

Response:

Dear [redacted],

I have talked with [redacted] regarding your account_ I read from the complaint, you said we did not manage your property to the best of our abilities. [redacted] said the tenant, ([redacted]) was already in the property for at least 9 years and the damage that you are complaining about was already done, when we took over management (Jan 1, 2011) and we do not recall being asked to evict this tenant upon hire. He suggested that you keep the Tenant in the unit until the lease termed only because you did not want to spend the money to repair the unit at that time and you wanted the income coming in, which the Tenant did pay in a timely manner. The reason the rent was not increased, was because [redacted] advised you that you may lose the Tenant and the repairs would have to be done before we could re-rent the unit, this you did not want to do and agreed to keep the Tenant in the unit per your discussions with [redacted], also, told you towards the end, that we could evict and not accept the Rent, there was never any concrete yes or no. We are sorry that you felt we did not meet your expectations, however, we tried to please you as well.

The problems with the unit were increasing, only because of the existing damage done was not repaired. Yes the market value did go up in 2013 and we could have moved the Tenant out and increased the rent, but this again, you did not agree to at the time this was mentioned. We never misled you on the market value of the unit, we told you that the repairs would need to be done and a new tenant would have to be found, this would take about 1 - 2 months. The frustration came when the problems started to arise and the existing tenant, started to complain of the necessary repairs needed to the unit. This is when the correspondence increased and you eventually left us for another management company, which they did what we wanted to do all along. We warned you of the cost to repair the unit and we would have increased the rent as the market dictated. Unfortunately, we never got the chance, since you moved to another company the first of this year (Jan.2014).

The inspections were done quarterly the last one done as of 08/28/2013, quarterly inspections are given to the Owner upon request. You state that you never received the copies of the quarterly inspections, this I can't prove or disprove, therefore we will compensate you for the cost incurred from 01/01/2011 - 01/31/2014, $405.00. I have enclosed an Owner Statement that covers the period from 01/01/2011 thru 07/08/2014, this will reflect all expenses and income earned for the duration you were our client.

[redacted], we feel that we did the best to keep your property as a profit center to you, you were aware of damages to the unit even before we managed your property, the tenant's ([redacted]) security deposit was turned over to the new management company on 01/17/2014 in the amount of $1393.00, which should have been given to you, when damages are excessive as per your written complaint. We don't feel that we should be held liable for damages that you were already aware of, prior to us taking on the management of your property. Yes, it is possible that the damages became more prevalent as time passed, but still we only did what you wanted. The repairs noted on the Owner's Statement were mandatory by State law and were considered either Safety, Health or Life issues. I hope you can reconsider your claim against us, even so, we did our best to manage your unit within your guidelines and gave you the best strategies to follow and keep the income coming in to the best of our abilities.

Sincerely,

Office Manager_RPMEV

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

I have talked with [redacted] regarding your account_ I read from the complaint, you said we did not manage your property to the best of our abilities. [redacted] said the tenant, ([redacted]) was already in the property for at least 9 years and the damage that you are complaining about was already done,

Although I was with my former management company for over ten years, Mr. [redacted] did not rent my property at [redacted] until the first quarter of 2009. This can be easily documented, to show that Mr. [redacted] was not a long-term tenant when RPM acquired the property. I had problems with lateness in rent from this tenant and HOA violations from the beginning, so when I started having record keeping problems with the former management company, and an unwillingness on their part to evict Mr. [redacted], I interviewed other companies and hired RPM in January of 2011.

[redacted], the manager of RPM told me he would personally handle the account for a while because of the problems with the tenant, and wanted to see if he could “turn the tenant around.” Immediately upon taking on my rental he told me he personally went to see Mr. [redacted], and that is when he highly recommended that 1.) we try keeping the tenant for awhile; 2) that I should begin eviction insurance, and 3.) that I should pay for regular inspections, and in that way they could go in and monitor the property. During that conversation, and following [redacted]’s visit to the property in late 2013, he ([redacted]) made a point of telling me repeatedly that Mr. [redacted] took good care of the property and that is one of the key points he made to me to keep Mr. [redacted] in there—that and that the economy and rental market were still so poor.

At the time of the first visit with the tenant [redacted] was told by the tenant that if he could pay his rent on the 15th instead of the 1st of the month, it would be easier for him, and [redacted] allowed him to do that.

when we took over management (Jan 1, 2011) and we do not recall being asked to evict this tenant upon hire. As stated in my complaint, I was very clear from the beginning that the first thing RPM would be expected to do was to evict Mr. [redacted] and get a new tenant for the rental. He suggested that you keep the Tenant in the unit until the lease termed only because you did not want to spend the money to repair Mr. [redacted]’s lease was up on January 1, 2011, and rather than renew the lease, [redacted] put him on a month to month. As to a conversation about repairs being needed, THIS WAS NEVER BROUGHT UP OR A PART OF THE CONVERSATION, it would have only strengthened my resolve that I had a very problematic tenant that needed to be replaced. the unit at that time and you wanted the income coming in, which the Tenant did pay in a timely manner.

This statement, “you did not want to spend the money to repair the unit,” is false. I have had one to two rental properties for the past thirty years and have a demonstrated record of responding immediately to any request made of me by a tenant or management company. This was certainly true with Mr. [redacted], as repairs were done on the air conditioner, plumbing and needed replacement of the water heater and mircrowave. In each case, I was contacted before the work was done, and gave an immediate approval to go forward with the repair or replacement requested. (I was charged $250 for a new microcwave and installation and found out recently the mircrowave was a used model.) My owner statements will support the repairs and replacements I have indicated.

What I did not receive was ANY indication whatsoever at any time that the tenant was abusing the property in the way that he did. (See forwarded email regarding first report of damage by new and current property manager.) Following both [redacted]’s visits at the house (in January 2011 and toward the end of 2013, he reported to me that the tenant “keeps the property in good condition.” As indicated in the complaint, it was after [redacted]’s visit with the tenant in late 2013 that I first heard that the tenant had put “a ‘removable’ structure on the back porch” and wanted to “do some things with the landscaping” and had done some “decorative painting” in the house. Each of these items was represented to me as very positive efforts on the part of Mr. [redacted], but was not the case at all.

When by early 2013 I could not get RPM to help me move Mr. [redacted] out of the property I began interviewing other management companies. I was told that the first thing I needed to do was to get my tenant on a 1st of the month payment basis. That, and the frustration I was having from getting such a run around prompted the letter sent to [redacted] on November 5, 2013 (copy attached). Until that time, it was my intention to stay with RPM only until the tenant was evicted to take advantage of the eviction insurance I had paid, and then find a new company to go with. However, I simply could not get RPM to evict Mr. [redacted], and it is my belief that they lied about his paying his rent on time during this time period.

The reason the rent was not increased, was because [redacted] advised you that you may lose the Tenant and the repairs would have to be done before we could re-rent the unit, this you did not want to do and agreed to keep the Tenant in the unit per your discussions with [redacted], also, told you towards the end, that we could evict and not accept the Rent, there was never any concrete yes or no.

We are sorry that you felt we did not meet your expectations, however, we tried to please you as well.

The problems with the unit were increasing, only because of the existing damage done was not repaired.

As stated before I was never made aware of “existing damage” to my property, but I did begin to ask for reports from the so-called “regular inspections” with no response. Then at one point I received an email from someone at RPM, not [redacted] or Sheryl, stating there were some items that would need to be addressed if the property were to become empty. I asked for a list of the items they felt needed to be done, and never received an answer. Unfortunately, I do not have a copy of that email, so I don’t know who in the company sent it, but it was a male name as I recall.

Yes the market value did go up in 2013 and we could have moved the Tenant out and increased the rent, but this again, you did not agree to at the time this was mentioned.

The above is a false statement. [redacted] never brought up an increase in rent, but when I did on a few occasions he simply would not do it arguing the tenant was having trouble paying his rent as is, and “I was lucky to have a paying tenant.”

We never misled you on the market value of the unit, we told you that the repairs would need to be done and a new tenant would have to be found, this would take about 1 - 2 months. The frustration came when the problems started to arise and the existing tenant, started to complain of the necessary repairs needed to the unit. This is when the correspondence increased and you eventually left us for another management company, which they did what we wanted to do all along. We warned you of the cost to repair the unit and we would have increased the rent as the market dictated. Unfortunately, we never got the chance, since you moved to another company the first of this year (Jan.2014).

The inspections were done quarterly the last one done as of 08/28/2013, quarterly inspections are given to the Owner upon request. You state that you never received the copies of the quarterly inspections, this I can't prove or disprove, therefore we will compensate you for the cost incurred from 01/01/2011 - 01/31/2014, $405.00. I have enclosed an Owner Statement that covers the period from 01/01/2011 thru 07/08/2014, this will reflect all expenses and income earned for the duration you were our client.

[redacted], we feel that we did the best to keep your property as a profit center to you, you were aware of damages to the unit even before we managed your property, the tenant's ([redacted]) security deposit was turned over to the new management company on 01/17/2014 in the amount of $1393.00, which should have been given to you, when damages are excessive as per your written complaint. We don't feel that we should be held liable for damages that you were already aware of, prior to us taking on the management of your property.

I have not asked at this time for RPM to pay for the cost of the damages this tenant has cost me, but for reimbursement for charges paid to them for services not received, and for refusing to ask for rents at market value for an extended period of time.

Yes, it is possible that the damages became more prevalent as time passed, but still we only did what you wanted. The repairs noted on the Owner's Statement were mandatory by State law and were considered either Safety, Health or Life issues. I hope you can reconsider your claim against us, even so, we did our best to manage your unit within your guidelines and gave you the best strategies to follow and keep the income coming in to the best of our abilities.

I don’t wish to sound like a broken record, but to see statements repeated constantly through-out this letter that I was informed of damage to the property, AND refused to do anything about it, is frustrating. These cannot be categorized as mere misunderstandings, they indicate a dishonest depiction of what was said and done.

Sincerely,

Office Manager_RPMEV

Attachments:

-Letter from me to [redacted] Rowly, November 5, 2013

-Attachments sent in emails to [redacted] indicating problem with tenant paying rent late, and RPM not issuing owner’s draw in a timely manner.

Forwarded:

-Two emails to/from my new property manager regarding the condition of the property upon her first inspection.

Regards,

Business

Response:

Dear [redacted],

We received your response, however, we could not see any attachments as indicated. Hence, we are unable to respond to the validity of those attachments. I have attached the email that validates that

you were in total agreement with the rent being changed from the 1st to the 15th, [redacted] did not allow anything without your permission. Also, enclosed the 2nd attachment validates that the tenant was in the property over 2 years prior to RPM East Valley managing the property and that you were making concessions for his third vehicle with the HOA. Both emails suggest that you were aware of the conditions of the home and that you were willing to have your tenant stay as long as rent was collected. I have other emails that suggest that the Rent was your main concern, not the condition of the property.

The monetary value that you are requesting is not valid of $3346.30 of what you are disputing. The Eviction Protection Plan is a voluntary decision by the Owner and can be dropped at anytime they so choose, you never requested that we discontinue this plan. The management fees were in agreement when you signed the Management contract upon hire date, we did manage your unit, we kept you informed of the work that needed to be done that occurred under our watch, prior damage unless brought to our attention by the Tenant ([redacted]) was not addressed at no fault of ours, we just did not know it existed. If we were informed, we corrected the items in a timely manner. The market value, remained the same due to keeping the same Tenant in place while managed by RPM East Valley, you were aware that there was no change in RENT, until a new Tenant, would be placed. The inspections, were done quarterly, but taking on acquired property with existing tenant, it is hard to discern what the unit looked like upon move-in, thus, unless the tenant complained, or it was a Health, Safety or Life issue, we did not pursue repair while the Tenant was still residing in the unit. We will give you back the inspection fee, since as I said before I cannot prove or disprove if you received the notices when requested. Total remittance stands at $405.00.

I realize your frustrations, but we were just as frustrated trying to collect rent with a different due date, other than the first. I have several emails that transpired because we put the Tenant into Eviction status, just to realize that his rent was not due until the 15th. We made the adjustment to fit your needs and the Tenants ability to pay. I am sorry that we were not able to meet your expectations, but we did try.

Sincerely,

Office Manager_RPMEV

Review: We moved into a property owned by the above business on November 1st, without a fridge, and minor repairs needed to be done. We called them for over 3 days trying to get our fridge, took them until Monday November 5th to get our fridge to us. I have since then been calling and complaining about the fact that our Kitchen is not livable. We moved in and our Pantry has no shelves, one of the companies technicians informed us that the cabinets in the kitchen were falling from the ceiling and sinking into the foundation of the home. We cannot unpack our kitchen due to these issues. I also was told by them multiple times that it is up to the owner of the home if any repairs would be done. After informing them that their technician said the wood of the kitchen cabinets were damaged beyond minor repairs. They have told me for the month of November that this would be taken care of, since I told them this was a safety issue. I have a 4 year old son living in the home with us, the cabinets below the sink are falling of the hinges and due to this we cannot close or use our dishwasher. I had originally spoke with them about the fact that there was no cleaning done before we moved in there was also no painting done. They told me that this was not something that HAD to be done upon us moving in. I moved forward and asked that they at least fix the repairs that should be done in order for us to live there. I was assured they would submit an order to have this done. This was on 11/21/2013. Since that conversation with [redacted] I have not heard back from them, and have also not been able to get a hold of them since. During our last conversation, I had asked to be pro rated for the Month of December since we've been in the house for a month now, and they have yet to do anything about the issues we are having, was also told by [redacted] that is the owner is going to pay for repairs, that she "highly doubted he would pro rate" us for December. They continue to tell us one thing, and do another.Desired Settlement: Repair of the things noted above, shelves in the Pantry, and Cabinets fixed (holes in the bottom cabinets, not allowing storage space) and Also for Decembers Rent to be pro rated due to the house not being ready when we moved in.