Real Property Management - Phoenix Metro

1. Their Property Agent

sans-serif; font-size: 8.5pt;">Tina T[redacted] 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 in. 2. The agent Tina T[redacted] 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 actions. Her manager Rodd S. should 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 comment. 3. Tina T[redacted] 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 possession. 3. Please 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 house. Please see how the company has replied to everything we have stated to them about this house and its condition. 3. We 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 [redacted] carpet cleaning receipt. I 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!

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 4 added documents "additional" do not display.I have attached an email sent to me by one [redacted] the same day RPM-Phoenix Metro responded to this complaint. Please 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 me. What 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 me. Ms. [redacted] did not address that at all.Ms. [redacted] is certain there was smoking in the unit. I can assure you, Ms. [redacted] never came to that property while I lived there. The only RPM representative that did was their quarterly inspector. On every occasion the quarterly inspector came out, I was present. At no time did that inspector say it smelled like smoke at all. He even showed me his notes on all occasions. Nothing. In fact, he brought one of the owners of this property with him on one occasion. Yet, 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 1 in big capital letters. Let's keep in mind it took them a Revdex.com complaint to actually send out the inspection report. I'd love to see the modified date on that file. Ms. [redacted] assures me in her email that it came right out of the system. I guess that means it couldn't possibly be modified to fit the narrative.

Regards,

Attached please find a response along with supporting documentation.
 
Thank you,
 
Katie O[redacted]

The communication in question from Tina T[redacted] is attached. I don't think in any way was her email racially motivated. Again, you where not charged for pest control and subsequently the charges for the trash out where removed. The proposition in my previous reply is still the only solution I can offer at this time.

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.

Hello

We have no record of this tenant ever making any online payments and they have never been setup to making auto ACH payments.  Our online portal system can NOT accept credit cards, only ACH.   If you review the attached tenant ledger, you can see payment...

history and all payments have been made via money orders.  We have no record of any over-payments and certainly none via credit card.   Our Accounting manager did meet with the tenants on February 20th and accepted the payments posted as indicated on the attached ledger.  In regards to messages being returned, it was discovered the tenant was leaving a message with a different accounting manager and just left his name and it wasn't determined what it was in regards to.  We apologize for this mis-communication.   RPM Phoenix Metro considers this case closed as the ledger is accurate.   If the tenant has documentation of credit card payments, we would be glad to review but we have no record of receipt and if the tenant attempted to pay online and it did not process, it is the tenants responsibility to confirm that payment was indeed drafted from their bank account.  The eviction process was ceased once we received payment on February 20th.

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.

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.

Our walk-thru upon moving out did not take place until after the new tenants moved in. The apartment was clean when they moved in, and the only things documented on the walk-thru were the damage to the master door (estimated at appx $60) and a few light bulbs - even tho when we moved in there were light bulbs that worked only for a few weeks and it is clear they were not new when we moved in so I'm not really sure why we're being asked to absorb both costs.

When we received part of the deposit, there were charges that weren't previously discussed, and the total amount didn't add up to what we paid.

Here's one of the messages I sent to RPM upon receipt of part of our deposit:

I think we should have received $1900 back of the $2100 we paid for the deposit. The pet clause says they will keep half of the $400 for the dogs, so I'm not sure where the rest of the money went that they took out before the door & light fixture- which I'm still not sure what that means. The new tenants moved in before our inspection, and I know there was no cleaning on behalf of RPM, in which case we should not have been charged that fee.RPM absolutely did not pay the light cleaning fee when we moved out. Any amount they claim to have paid was well after the new tenants had moved in. We're simply asking for the difference between what was returned and what we are owed. The documentation they have submitted does not match up to what we have so far.

Regards,

Ms [redacted] move out of the property at [redacted] W [redacted] ave, a

move out inspection was completed (see attached "Inspection Move Out-[redacted]

W [redacted] Ave), on the inspection it was noted that the property needed cleaning

and landscaping. A disposition of deposit was sent to Ms [redacted] along with a

check...

for $121 (see attached "Complete Documentation pg.1"), Ms

[redacted] disputed the charges again the deposit which was researched and found

that the prorated rent would be adjusted based on move out and the carpet

cleaning charge was removed a revised disposition was sent to Ms [redacted] along

with a check for $210 (see attached "Complete Documentation pg.2,3). We

received a demand letter from Mr [redacted] regarding Ms [redacted]’s deposit demanding

the return of the full deposit $800 the pet deposit $100 and cleaning and

landscaping $439 for a total refund of $1339 (see attached “Complete Documentation

pg. 5). Ms [redacted] only paid $800 security deposit and $200 pet deposit

according to the original lease signed by Ms [redacted] (see attached “Complete

Documentation pg. 8”) so the demand for deposit plus what was withheld was

incorrect. Upon receiving the letter we forwarded a copy of the letter to the

owners of the property. The owners agreed to refund the landscaping charge of

$199. A letter was sent to both Mr [redacted] and Ms [redacted] along with a revised

disposition of deposit (see attached “Complete Documentation pg. 19,20) Ms

[redacted] was also sent a check for $199 for the landscaping. Unfortunatly, Ms

[redacted]’s letter was returned to us saying undeliverable so a new check is being

issued and sent today to also include the $100 pet deposit that was wrongfully

withheld (see attached “Complete Documentation pg.21). At this point the

original deposit paid was $800 security and $200 pet deposit for a total

refundable deposit of $1000, withheld from the deposit was $170 for late/legal

fees incurred while occupying the property and $240 for cleaning.

Regarding the lease for the property at [redacted] S 44th

Dr, [redacted] AZ. We received a letter from Mr. [redacted] regarding a mutual

termination of lease. We forward the letter along with needed documentation to

our Attorney’s. Our Attorney’s did response to Mr [redacted] (see attached “SCL Response

to [redacted]-44th). At this time our Attorney’s are handling this

claim.

We did receive approval from the owner to complete the repair ourselves in lieu of the owner sending his contractors to the property in an attempt to avoid further delays.  We replaced the disposal with a new unit on November 19th.  Indeed, an open work order submitted to our owner/client three months ago is not the expectation we have.  As a company, we process 10,000 work orders annually and have over 3,000 occupants living in the 1000+ homes we manage.  We will always strive to improve performance from a systems, procedures and employee performance standpoint.  If we see a negative pattern developing we will always look to make changes to improve the performance.   The tenants comments have been noted in the past and we have modified some of the procedures and staff she has mentioned and will always look to be better.

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.

Once again, any cleaning that was done took place after the new residents moved in. We cleaned thoroughly and no one was available to do the inspection until after the new residents moved in. It is not our responsibility to pay for any cleaning fees that occurred with the new tenants living in the apartment. The light bulbs were not in new condition when we moved in, and we payed out of pocked to replace many upon our move-in. We should not have to pay these charges, either.

Again, the deposit amount we paid and the itemized deductions do not add up. This is unacceptable.

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.

The property was clean when the new tenants moved in. Your cleaning company came nearly 2 weeks after we had moved out and the new tenants had taken residence. If you want to pay to clean the property for the new tenants two weeks after they have moved in, that's your choice. It should not come out of our deposit. During the walk-thru, the only things documented were the door and light bulbs. If you went back and changed the comments to support your argument after this complaint was filed, that's simply ridiculous and unethical.

It was beneficial on your part to have the new tenants move in early and sign an year lease. The property directly across from ours is the same size and layout, and sat unoccupied for months.

Judging be the other complaints filed against your company, it's not surprising you continue to argue a moot point. Be accountable, pay back the total charges we are reasonably requesting and move on.We want to see a copy of the deposit check we submitted before moving in in December of 2012, as well.

Regards,

Real Property Management provided excellent service in restoring my property to rentable condition from substantial damage and trash and weeds left by a previous tenant. I especially appreciate the reasonable and well thought out repairs and appliance replacements provided by Tina Tuong and the courteous responses and support by several others in the RPM team. Thanks RPM for restoring my property into rentable condition and securing a new tenant in a short time.

We have received approval from the owner to have the repairs completed and the final repair needed at the current time was to be scheduled by the tenant and the vendor.  The vendor did make contact and the two parties were to coordinate a time that met the tenants needs.  RPM has refunded...

the tenant her $199 admin fee as requested.

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 in. If he has made the false 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 rpm. And 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 in. As 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

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. One 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 house. This shows lack of customer service and follow up with its employees. However, thank you for your quick follow up and refund.

Regards,

On Saturday October 1st I filled out an application(in my husbands name) for a house and paid the $50 fee. The leasing agent contacted me via email on Sunday saying that another party has also filled out an application on the same property so it will go to who is most qualified and we will heAR back in 24 hrs. On Monday I called her and she informed me to turn in an application for the same property but in my name which cost us another $50, and that she needed the last 6 months of my husband's bank statements. I did that and had it all turned in Monday before 12. Again she said that she will contact me within 24 hours. Tuessay turns into Friday and I have not heard from her. Whenever I call she forwards it, she doesn't reply to text or emails. Today Friday Oct. 7th I call to request a refund because we are unhappy with our lack of service. And she lied to her manager and said that she has contacted me and let me know that the house went to the other applicant on Sunday... I feel like RPM cheated us out of our last application. They had us pay $50 to apply to a house she knew was off the market.

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 4 added documents "additional" do not display.I have attached an email sent to me by one [redacted] the same day RPM-Phoenix Metro responded to this complaint. Please 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 me. What 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 me. Ms. [redacted] did not address that at all.Ms. [redacted] is certain there was smoking in the unit. I can assure you, Ms. [redacted] never came to that property while I lived there. The only RPM representative that did was their quarterly inspector. On every occasion the quarterly inspector came out, I was present. At no time did that inspector say it smelled like smoke at all. He even showed me his notes on all occasions. Nothing. In fact, he brought one of the owners of this property with him on one occasion. Yet, 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 1 in big capital letters. Let's keep in mind it took them a Revdex.com complaint to actually send out the inspection report. I'd love to see the modified date on that file. Ms. [redacted] assures me in her email that it came right out of the system. I guess that means it couldn't possibly be modified to fit the narrative.

Regards,

We do complete periodic inspections on the property. Attached are copies of the inspections. Starting July 24, 2014 it is noted that it smelt like tenant might be smoking in the property. Again, smoking is not permitted in the unit which is in the lease. The owner had every right to charge for the ozone treatment at move out to get rid of the smoke smell. The tenant was in violation of the lease when he smoked in the unit. Had the tenant not smoked in the unit this would not have been an issue. Both the property inspection, field manager and owner noted the smoke smell. No refund will be given as the owner paid for the treatment and the money withheld from the deposit was given to the owner to cover that cost.

Your move out inspection and new tenant moving in was concurrent. It was at your request that we re-rented the property since you would have been responsible for the rent through the end of December instead of only having to pay a prorated rent amount for the month of December, by doing this we saved you $584.45 in rent charges. It was observed by the inspector, the leasing agent Hugh Drexler, and the new tenant that you where not able to finish cleaning the property which is why you were charged for a light cleaning (normally cleaning would have been $276.54 (($.131 per sq ft)) for this property). The new tenant that was releasing you from your remaining responsibility required the cleaning be done and it was done by a cleaning company (invoice attached). As you can see the cleaning was done and the tenants where not even charged for the full amount of cleaning. Again, I want to reiterate that you would have been responsible for the remaining rent of $584.45 had the new tenant not moved in.

We are willing to refund you the cost of the light bulbs ($25) to resolve this issue but the cleaning charge ($175) will stand.

Your refundable deposit was $1501, $200 refundable pet deposit, and $12.51 overpaid rent. This is a total of $1713.51 in possible refund. After deducting the charges of $65 for repairing master bedroom door, $25 for light bulbs, and $175 for light cleaning the difference of $1448.51 was refunded already. I am not sure why you keep saying this does not add up.