Real Property Management - Phoenix Metro

Mr [redacted] was the first tenant we had placed in the propertyWhile it was marketed "as is" the owner assured us that certain repairs would be completedHowever, the owner failed to take action on those items once the tenant was in placeNow knowing that nothing will be repaired once a tenant is in place we can not risk renting the property again until the needed repairs are done.That being said I agree 100% that the tenant left the property in better condition than he received it inRPM is not going to pursue any future rents that might be due by Mr [redacted] for breaking the leaseWe feel the owner has failed to meet the obligations on the care of the property while Mr [redacted] lived in the property and now after Mr [redacted] has vacated the propertyThe owner has failed to respond to us despite multiple attempts through a variety of mediums (phone, text, and regular mail)We have even tried contacting known family members of the home owner to try and elicit a responseWhile we can't refund the security deposit because it is technically owed to the owner we are not willing to pursue any collection attempts against any future rents owed

I agree the house was not cleaned before you moved in and you were compensated $for that and at move out should have been returned in a clean condition which you did not doThe carpet cleaning is a term of the leaseThe documentation proves shows that you were treated fairly in regards to the move out

The items I noted are in the move in inspection report they want us to pay for damages already done before we moved in the carpet was not clean and the house still had furntiure in the house the house was not clean before move in was done plus we had to store his belongings left for months before they moved out the items left behind by owner there was food left in the house a trash can full of rice left behing which this caused rodents in the house which took me months to get it under control when owner left the house he just got his belongings he wanted and left the house a mess the rental company went to the house the Thursday before we moved in thats when we found out the house was left in very bad condition like I said we had to clean the house and move out furniture before we even tried to move in the Rental company failed to have the house clean and ready for move in and now they want us to pay for damages already done before we moved in

Mr [redacted] rented a property at [redacted] from May 1st, through May 1, The property was inspection on May 1st where it is noted that there was a strong smoke smell in the propertyAttached please find a copy of the move out inspection noting the smoke smell along with a copy of the leasePer line of the lease smoking is not permitted in the unitThe owner informed RPM on May that they were going to have a treatment done for the smoke smell by Pure Air Treatment for $and wanted to cost deducted from the tenant deposit since smoking was not permitted in the unitOn May 12th we dispensed the deposit from the tenants account and provided a disposition of deposit (attached) that shows what was received in deposit and what items are being deducted for damages (in this case $for smoke smell)On May 24th Mr [redacted] wrote a letter disputing the damages and asked for a receipt (see Attached along with receipt for smoke smell)We requested one from the home owner since they contracted the work themselvesOn May 28th the owner forwarded a receipt from [redacted] in the amount of $This receipt does have invoice as [redacted] This email was forwarded to the tenant on May 28th at 4:12pmWhile Mr [redacted] might not like the receipt it was what was provided by the homeownerIt also lists the business name and phone number so if he has questions as to what was done he could contact them directly.Had the property not smelt like smoke Mr [redacted] would have received a full refund of his depositHowever, the owners did have to get the treatment done in order to remove the smell

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
The added documents "additional" do not display.I have attached an email sent to me by one * *** the same day RPM-Phoenix Metro responded to this complaintPlease note, they did not send the inspection report until after a complaint was filed with the Revdex.com.I never questioned the address on the receipt pasted into an email sent to meWhat I did question is why the date was the same date it was sent to me (5/28) and why the time was AFTER it was sent to meMs*** did not address that at all.Ms*** is certain there was smoking in the unitI can assure you, Ms*** never came to that property while I lived thereThe only RPM representative that did was their quarterly inspectorOn every occasion the quarterly inspector came out, I was presentAt no time did that inspector say it smelled like smoke at allHe even showed me his notes on all occasionsNothingIn fact, he brought one of the owners of this property with him on one occasionYet, I am to believe that after all my smoke saturated belongings have been removed and the place was cleaned floor to ceiling and the carpets were professionally cleaned, the stench was so prominent (the very next day), it warrented large capital letters from their final inspector: STRONG SMOKE ODOR PRESENT RECOMMEND ODOR BOMB.RPM has always claimed it was the owners that complained and say the "receipt" came from the owners own doing and they will not supply the actual receipt provided on the day of service, yet there it was right on MAY in big capital lettersLet's keep in mind it took them a Revdex.com complaint to actually send out the inspection reportI'd love to see the modified date on that fileMs*** assures me in her email that it came right out of the systemI guess that means it couldn't possibly be modified to fit the narrative
Regards,
*** ***

We have a fiduciary responsibility to the owner client of the property. Within our contract with the owner of this particular property, we have the obligation to forward all repair requests to the owner. If the owner can not complete the repair, they are to notify us and we have
authorization to complete the repair. In this particular instance, the work order repair request was sent to the owner and they in turn sent out an individual to complete the repair. The tenant did not let the repair person in to complete the repair. It appears the tenants did not know the repair person was coming on this particular weekend day. On Monday RPM notified the owner that we would assign an internal tech to complete the repair to expedite a solution. The owner of the property granted RPM approval to do so. On Wednesday, November 2014, the garbage disposal was replaced for the tenant

I spoke to the owner on the day of this complaint, and by his submission His words not mine, he did not know we had moved out and what not aware that we had handed the keys inIf he has made the statement regarding this matter then I think that's going to have to be between him and rpm, as for all the repairs they have listed was the condition we rented it at, and was told it was an as is condition if rpm will not re rent it due to this then that should not fall back on me, due to this I am not responsible for any more rent payments if he fails to do the repairs and rpm will not re rent it I'm not responsible for any more payment, I had to accept it in this condition and the pictures they supplied were the picture I gave them when I moved in and I complained about it they...so I feel the issue is now on the owner and rpmAnd I should not be responsible for any more moneys.....when I left the house inside was cleaner than it was when I moved in as for the trash in the back yard was there when I moved inAs for the BBQ I glad to say that is not mine and it wasn't there when I left but if you want me to take care of that and I have there permission I will pick it up as I need one lol...but in a nut shell I think this is between them and not me..many thanks***

The communication in question from Tina T*** is attachedI don't think in any way was her email racially motivatedAgain, you where not charged for pest control and subsequently the charges for the trash out where removedThe proposition in my previous reply is still the only solution I can offer at this time

Mr *** rented a property located at *** * *** Ln starting January 9th, Attached please find a copy of the lease signedPer paragraph of the lease it clearly states that the "If the Lessee vacates unit prior to the end of this leases, Lessee will be responsible for rents and other
fees per this agreement through the end of the lease period, or until the unit is re-rented to a qualified lessee, whichever comes firstIf Lessor re-markets the property for rent on behalf of Lessee Lessee agrees to pay a re-advertising fee of $149." Paying the $does not release the Lessee from the lease it only covers the cost to re-advertise the property for rentThere is a form that we ask tenants to sign if they do want the property re-advertised for rent that Mr *** failed to sign and return so the property was not advertised prior to him vacating and returning keys on 9/24/Unfortunately upon completing the move out inspection the house was not in a condition that we could advertises the property (see attached inspection completed 9/29/1252pm)As far as notifying the owner of Mr *** breaking the leaseWhen Mr *** gave his notice on 8/21/the owner was notified that the tenant had given notice to vacateThen when Mr *** returned keys the owner was notified that keys had been returned by the tenantFinally an estimate for repairs was mailed to the owner of the property on October 5thThe owner has failed to get the property ready or respond to my office regarding the estimateUnfortunately, without the owner getting the property ready or releasing Mr *** from the lease our hands are tied in regards to the propertyThe security deposit was applied to outstanding rents and that money is owed to the owner since the tenant was still in a lease and responsible for the rents until the lease expires or the property re-rentsBecause of the condition the property was in at the time of move in we did not penalize Mr *** for any damages from his security deposit

In order to review this complaint further I would need additional information such as the property address interested inAll of our properties are individually owned and in some cases owners decide to raise the rent after advertising has begun*** *** works on a commission and it is in his
best interest to find a qualified applicant as soon as possibleOur fiduciary duty is to the owner and any one interested in applying for the property is able to do so either in our office, online, or with paper applications receivedThere are also multiple agents working in the office and our inventory is open to all agents so an individual agent is not able to control who gets a property, further agents do not control approval of applications rather it is given to a manager for approval so that there can be no cause for discrimination or favoritism as it is an unbiased person reviewing applications and making approvals based on set criteriaWith the current market we are seeing 2-applications being received on each property and it can be frustrating for prospects, in many cases we see prospects applying for a homes that they have never seen just because inventory is so limited which is why the property owners have decided to start raising rents

Their Property Agent Tina T*** stated we did not clean the garage when we moved out the home in Sept 2016, but we sent emails regarding the filthy and un maintenance garage
and home to this company during the move inThe agent Tina T*** made a comment suggesting we could have brought the roaches to the home; we have taken this comment as a culturally biased statement and demand a resolution to her actionsHer manager Rodd Sshould also be reviewed due to brushing her statement under the rug by suggesting Tina’s biracial relationship would keep her from saying such a rude commentTina T*** lied about the home owners having to haul away our pool table.Its been noted that Tina never made contact with the actual home owners in regards to the pool table, We Photos she have the table in our possessionPlease review our Move in check list and emails as we have advised the company during the actual move in, that there was an infestation issue and trash in the garage and the front of the housePlease see how the company has replied to everything we have stated to them about this house and its conditionWe completed the move in check list, work order for maintenance; we paid out of our own pockets for carpet cleaning and extermination; which the company showed in their documents our *** carpet cleaning receiptI am sending pictures of the yard and its trash on the day of the move in We cleaned the hole house and the pics they send are pictures that do not reflect us leaving them with a dirty house but in fact, proving our point that this house needs major work done, the dish washer phots and refrigerator photos are proof that we advised then in the beginning that this house was not clean!

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, 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 resolvedOne additional comment to RPM - the opportunity to sign a lease was never presented to me, as I would have signed/faxed back immediately to hold the houseThis shows lack of customer service and follow up with its employeesHowever, thank you for your quick follow up and refund
Regards,
*** ***

Attached please find a response along with supporting documentation Thank you, Katie O***

I agree the house was not cleaned before you moved in and you were compensated $150 for that and at move out should have been returned in a clean condition which you did not do. The carpet cleaning is a term of the lease. The documentation proves shows that you were treated fairly in regards to the move out.

Revdex.com:
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 am not satisfied with this response because the original work order was put in on the 24th of JULY and it wasn't until the 19th of November that the repair was made.  As you stated in your response, you have an obligation to inform the owner of any repairs needed, but you never followed up.  I scheduled a repair for 11/17 and no one showed up.  But someone DID show up, unannounced and inconveniently on Saturday, November 15th, which is against the Arizona Revised Statutes.  The owner, (or it's representative - YOU), need to contact the tenant before dropping in.  The e-mail correspondence between myself and [redacted] on the 17th, after no one showed up to make the repair was fruitless.  I wanted to know WHEN we could get someone out to make the repair and WHY it hadn't happened, and she did not offer any type of help whatsoever.  It wasn't until I received a quote for repair of the disposal the next day, and then threatened to deduct it from December's rent, after I filed this complaint, and then made contact with the owner myself, did I get a suitable response from your office that you'd send your repair man. In this particular instance, and ALL other instances with many of the tenants that rent homes with RPM (as indicated by the MANY unsatisfactory reviews left on yelp.com, your [redacted] page, and elsewhere) your company dropped the ball.  A 3 month wait to get things repaired is outrageous!!  The personal comments made by your staff is horrendous.  The customer service, or lack there of, is embarrassing all together.  Big changes need to happen at RPM, and a lame "we made the repair" doesn't fix the aggravation and annoyance you have caused us, and many others.   You need to make changes to your procedures and have your employees follow up, not just with the tenant, but in this case the OWNER, to make sure the repairs are done in a timely manner, because it ultimately is your company in hot water if you neglect bigger, more important things, as you have done in the past.
Regards,
[redacted]

The [redacted]'s resided at [redacted] from 5/30/14-5/31/16. Upon moving out of the property a move out inspection was completed by Anthony B[redacted] and move out reviewed by Tina T[redacted] who established the following damagesLandscape Cleanup - $99Drywall Repairs - $75 Powerwash Back Patio -...

$55Blind Wand - $5Bedroom Door Patch and Paint - $75Light Bulbs throughout - $25Powerwash Garage with Degreaser - $65 She missed however that the [redacted]s where given a $150 cleaning credit at move in that should have been charged at move out since the house was not left in a clean condition. They also failed to have the carpets professionally cleaned which is a term of the lease (see lease paragraph 13-C) which would have been $170. After reviewing the move out again all charges are valid except for the $5 Blind Wand and the $75 for drywall repairs. However, once you take into consideration the cleaning credit of $150 and carpet cleaning we are willing to waive $320 owed for those two items and will apply the $80 for the drywall repairs and blind want towards those charges.  The move out inspection is well documented to show that they did not leave the property in good condition. Attached is a copy of the lease, the move out inspection and the move in inspection completed by the tenant, along with the disposition of deposit.

Mr [redacted] rented a property at [redacted] from May 1st, 2011 through May 1, 2015. The property was inspection on May 1st where it is noted that there was a strong smoke smell in the property. Attached please find a copy of the move out inspection noting the smoke smell along with a copy of...

the lease. Per line 28 of the lease smoking is not permitted in the unit. The owner informed RPM on May 5 that they were going to have a treatment done for the smoke smell by Pure Air Treatment for $300 and wanted to cost deducted from the tenant deposit since smoking was not permitted in the unit. On May 12th we dispensed the deposit from the tenants account and provided a disposition of deposit (attached) that shows what was received in deposit and what items are being deducted for damages (in this case $300 for smoke smell). On May 24th Mr [redacted] wrote a letter disputing the damages and asked for a receipt (see Attached along with receipt for smoke smell). We requested one from the home owner since they contracted the work themselves. On May 28th the owner forwarded a receipt from [redacted] in the amount of $300. This receipt does have invoice as [redacted] This email was forwarded to the tenant on May 28th at 4:12pm. While Mr [redacted] might not like the receipt it was what was provided by the homeowner. It also lists the business name and phone number so if he has questions as to what was done he could contact them directly.Had the property not smelt like smoke Mr [redacted] would have received a full refund of his deposit. However, the owners did have to get the treatment done in order to remove the smell.

Real Property Management Phoenix Metro sincerely apologizes for the issues that Ms. [redacted] has dealt with. We will issue a refund for her $50 application fee and mail out to her in the next 24 hours.  It is common in today's real estate market to have multiple applications received on an...

individual property.  Since we are agents for the owner of the property, our duty is to find the best possible applicant and secure an executed lease as quickly as we can for the owner. The particular property Ms. [redacted] applied for did have multiple approved applications and thus we had a sense of urgency to receive not only an executed lease from her but an earnest deposit as well.  She did mail a check to our office that took several days but we did NOT receive the executed lease back  and thus another applicant was selected to execute a lease and put down and earnest deposit for the owner of the property.

The items I noted are in the move in inspection report they want us to pay for damages already done before we moved in the carpet was not clean and the house still had furntiure in the house the house was not clean before move in was done plus we had to store his belongings left for 3 months before they moved out the items left behind by owner there was food left in the house a trash can full of rice left behing which this caused rodents in the house which took me 3 months to get it under control when owner left the house he just got his belongings he wanted and left the house a mess the rental company went to the house the Thursday before we moved in thats when we found out the house was left in very bad condition like I said we had to clean the house and move out furniture before we even tried to move in the Rental company failed to have the house clean and ready for move in and now they want us to pay for damages already done before we moved in

Mr [redacted] was the first tenant we had placed in the property. While it was marketed "as is" the owner assured us that certain repairs would be completed. However, the owner failed to take action on those items once the tenant was in place. Now knowing that nothing will be repaired once a tenant is in place we can not risk renting the property again until the needed repairs are done.That being said I agree 100% that the tenant left the property in better condition than he received it in. RPM is not going to pursue any future rents that might be due by Mr [redacted] for breaking the lease. We feel the owner has failed to meet the obligations on the care of the property while Mr [redacted] lived in the property and now after Mr [redacted] has vacated the property. The owner has failed to respond to us despite multiple attempts through a variety of mediums (phone, text, and regular mail). We have even tried contacting known family members of the home owner to try and elicit a response. While we can't refund the security deposit because it is technically owed to the owner we are not willing to pursue any collection attempts against any future rents owed.