Real Property Management - Phoenix Metro

Review: Any type of correspondence I have attempted to communicate with the management business has been so late in replying to me that the untimeliness has created a bigger problem than I had to begin with. For instance I was unaware of the extra charges I was paying that had been added the times I overpaid my rent, and totaled nearly $4,000 before I noticed. But when I made the most recent payment online using their website and following their directions, it apparently did not work right and showed that I had not paid the money at all. I was served with eviction notice soon after that, and also following attempts to contact any employee telephonically, one of the days was a holiday, for non payment of rent.Desired Settlement: I would like my overpayments of $4,000 and online payment refunded and eviction process stayed on the grounds that rent payment was made in a timely manner and the business rushed to court proceedings without collaborating with me, one another, or their online department first to confirm that rent had been paid and by no fault of mine was it not received. I also charge that the overpayment penalties are outrages and I would not ever rack up those charges had I been aware of the extortion.

Business

Response:

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.

The maintenance department was quick and efficient when our central AC system broke with Phoenix summer temperatures. They called the AC company right away after us submitting a request and got us an appointment scheduled!

Review: on April 22, 2014, I turned in the key during my inspection with your employee [redacted]. We had paid our rent up to April 30th 2014. During our two years of rental history at [redacted]. Phoenix, AZ my wife and I regularly paid our rent to your office on time. When we moved out, after giving you 30 days' written notice, I left the apartment cleaner than it was when I moved in. I provided [redacted] with carpet cleaning receipts, spoke to him about the trash cans and the two shower curtains that were left in the rental property, turned in my keys and garage door openers, and I gave you our new address.

As a quality renter we paid rent on time for two years. We ended lease with 30 day notice, cleaned the house to perfection, hired contractor to hang a door and do light painting work. They charged us the following and would not give us our full deposit!

$250 landscaping

$175 for cleaning

$50 for an HOA violation that they sent over extremely late

$5 for a light bulb $20 for an air filter

$75 to take the trash cans to the curb

A Total of $575

If you don't believe me the house we left in great condition take a look at our video of a walk through we did.

Furthermore - maintenance was never done on time. We lived with rocks in the pipe lines for two years with several request to fix the plumbing - facets constantly go clogged, and we were forced to buy bottled water, because of high sediments in the water lines. BEWARE THEY WILL STEEL YOUR security depositDesired Settlement: I would like the rest of my deposit minus $50 for the HOA violation- Please note I was told I was not going to be charged the $25 fee because you did not send us the letter quick enough to respond to the HOA.

Business

Response:

Mr [redacted] submitted notice of move out on April 1, 2014 through email. [redacted] responded to his email with move out instructions (see attached “Email – Move Out Instructions”). On 4/22/14 a move out inspection was with our maintenance manager [redacted] (see attached “Inspection – [redacted]”). The security deposit was dispensed on 4/25/14, Mr [redacted] sent an email on 5/5/14 disputing the charges against his deposit. After researching the disputes we found that the charges against the deposit where correct except for Light Bulbs $5 and we adjusted cleaning charge to $150 to account for the oven being dirty as noted on his move in inspection (see attached “[redacted], [redacted]-Mailed Response”). All documentation (move in inspection, move out inspection, revised disposition of deposit and letter with explanation) was sent to Mr [redacted] on 5/14/14. We have tried to explain the charges but he has not been willing to accept any responsibility. There was a lot of dog poop in the backyard, junk left in cabinets and drawers,trash on the side of the house, landscaping was not maintained, interior of the home required additional cleaning in order to make it rent ready. On the move out instructions it clearly states expectations, it is also on his lease addendum (see attached “[redacted] Lease”pg.6). He did not leave the house in rent ready condition and is responsible for the charges to have the work done.

I am an owner that was trying to get my property rented out and they took my money for their start up fee and told me that I had nothing to worry about and that they walk me through getting everything to make it rent ready. Noooooooot..... 2 years went by no rent. I missed out on approx. $26,000 in rent because it was impossible to do anything with this company without fees upon fees upon fees.

Horrible communication - never response to emails. I dreaded every time I needed to call them because it was a waste of my life. Typical phone call was - "Please hold... ... ... How may I direct your call... Let me transfer you, please hold... ... ... Sorry I'm not the one you need to talk to, let me transfer you, please hold... ... ... Sorry I'm not the one you need to talk to, let me transfer you... ... ... (Voicemail)." And they don't return phone calls, but god forbid you miss a call from them, or worse you don't get an email they claim they sent to you.

Extremely Rude - Any phone call that didn't end in "please leave a voicemail", ended in an argument and telling me that there was going to be more fees.

It was the worst decision of my life trying to work with these guys.

Review: I viewed a rental home this company was listing on or about 2/1/14, after the listing stated "pet friendly". I spoke with the listing agent about my pets, their breeds and their weights and she said they shouldn't be a problem. We asked that the overgrown weeds in the yards to be taken care of, as well as the inside carpets - they were not vacuumed and had visible debris! I paid the $60 application fees the same day, and the $885 deposit the following Monday and then we waited to hear back. A week later, when I followed up, I'm told that my pets were a problem, and then about a day later I was again told they would not be a problem! This caused an alarming amount of stress, as my current lease was up at the end of the month! In trying to get utilities set up in our name, prior to move in, as is required by RPM, the listing agent was unable to inform me if the home had electric or gas heat, or which carrier provides water or electric. This caused frustration, as the listing company should know about the homes they're listing. We didn't actually get to see a lease until 4 days before our proposed move in date and we only decided to sign the lease out of urgency for a new home. We moved in on 2/21/14. When we arrived at the RPM office to pick up the keys, we were only given 2 house keys. No garage door remotes, and NO mail keys! When we asked about these keys, the office told us they "were on order" and that we'd receive them the beginning of the next week. When we arrived at the home, the weeds were well over 3 feet tall in both front and back yards! The carpets had not been vacuumed as we asked, and we noticed a slew of other problems, i.e., broken window in back bedroom, missing light lamps and hanging electrical wires in nonoperational ceiling fan, missing vertical blinds, a back door that does not lock, and above all - a heater that does not work! The following day - 2/22/14, I placed an emergency maintenance call for the heater repair. I was told that someone would be out that day to repair it, and I did not receive a call from anyone until the following Monday, after I had contacted the owner of RPM via to follow up! His answers to my concerns were simply "we sent the pre-move in inspection to the owners of the property, and the owner informed us that he would do the work" He followed up by saying "At this point, we have to take a clients word they are going to complete the work". This is not an acceptable answer, because no one at RPM followed up with the owner to ensure the work had been done! In all, I went 5 days without heat in the cold nights of February and a weekend with no door locks and a broken window! NOT ACCEPTABLE! Meanwhile, I was still missing mail keys, and garage door keys and had no lights, hanging electrical and a broken ceiling fan in a bedroom. I went in to the office on 2/28/14 to hopefully pick up my mail keys and garage door keys, that were said to have been on order, and available at the end of the week. Of course, no keys were ready, because they were not on order. I became so furious with the fact that the poor receptionist was playing messenger with [redacted], the owner, that I requested to speak to him directly face to face. I sat down, and went over this "move in from hell" he called it. I asked him questions about why no one follows up with work orders, and why it takes so long to get things done, and he simply said he "doesn't have the staff". Again, not acceptable. However, I did leave with the garage door repair man, (who just so happened to be in the office while I was there) to program and give to me 2 garage door remotes. Still no mail keys - still broken ceiling fan. I did not receive my mail keys until the following Friday: 3/14/14 - 3 weeks after our move in. The day before I met with [redacted], on 3/6/14, I sent in a repair request for the ceiling fan, again ,and dishwasher, as it was not filling with water, and was leaking sewage into the backyard. I did not receive a response from anyone within 24-48 hours per their website, and did not get a response until after I texted the owner, [redacted]. He then sent out his maintenance man after 6pm, to LOOK at the issues, and he was supposed to send in a report of surveyed maintenance. I did not hear anything back until 3/13, when I contacted [redacted] again for followup. On 3/18, a guy from their contracting service came out to look at the dishwasher, but it wasn't fixed at this time either! The dishwasher and ceiling fan weren't fixed until 3/24. While the maintenance man was out to fix the ceiling fan on 3/24, and fix the wall the dishwasher had ruined, we asked him to look at the garage door spring, as it is bent out of whack. He said he'd put in a service request. It is now 3/31/14, and I have not received a single call from [redacted], his support staff, or the maintenance man regarding the repair of the garage door spring. [redacted] personally said that he would refund my "admin" fee of $199 if the repairs have not been made by the end of March. I just received a call from a garage door repair wanting to come repair it today, after I told [redacted] that I would be paying my rent $200 less the admin fee per his promise. I am not at home, this is not convenient, and the service I've received from every person in the RPM office has been lazy and unorganized. The answers [redacted] produces aren't acceptable when running a business of his nature and size. The service is horrible, and I've witnessed a line of upset tenants in their office. Why so many things fall through the cracks there is beyond me. I don't know what they do all day!!Desired Settlement: I'd like for RPM to finish the work on the house, at my convenience, and I would like a refund of my "admin" fee, as I don't see what exactly RPM is admining. They need to put into their practice to follow up with clients, and tenants alike, to ensure work has been completed. They also need to be honest when quoting WHEN service will be completed, and they need to get service completed within the Arizona Statutes.

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. I will wait for the business to perform this action and will consider this complaint resolved, IF any and all future maintenance issues are acknowledged and addressed in a timely manner.

Regards,

Real Property Management Phoenix has a real problem responding to emergency situations after hours. This is the second time I'm having an emergency situation and they refuse to respond to me. I have contacted their answering service multiple times and the girl answering has faxed over my information to their maintenance number repeatedly, but there is no response. This time, the problem is that the A/C has gone out in my apartment--with a high temperature of 108 degrees today. Air conditioning problems in the summer, in Phoenix, are emergency situations, but no response from RPM. Last time, a few months ago, the problem was a pipe that was leaking and threatening to damage the owner's property. They didn't respond to that one, either.
Fortunately, I have the owner's number and have been able to contact him directly, but he can't do anything about it, late on a Sunday night. He was able to fix the pipes and was grateful that I didn't wait around before calling him, to mitigate the damage. RPM claims to have 24/7 emergency maintenance service, but two such failures in a row tell me otherwise.

Review: I signed a contract with RPM-Phoenix metro for 7-24-2013 and received an email from them notifying me that they would not be honoring the lease they signed for that date and would be changing it at the last moments notice to the 25th. I have scheduled movers for that day and time off work and the company did not even have the courtesy to call me, instead they sent an email notifying me of their breach of contract upon their closing hours.Desired Settlement: I want my lease nullified. I want the outrageous 200 hundred dollar administrative fee and the 50 dollar credit check fee returned to me. I have jumped through hoops for this company and every time I have contacted them they have been rude and have made me feel as if I am being unreasonable. This is the most unprofessional behavior and I can't take the risk of dealing with this company.

Business

Response:

We understand Ms. [redacted]s frustration. We were notified by the owner of the property at the last moment, which was from my understanding move in day, that since the owner of property was doing all the repair and cleaning themself, the property would not be ready for move in until the following day. That is the reason for the change in the lease date. Although we understand Ms. [redacted]s situation, we have a contract with the owner of the property and that is whom we work for so the owner would not allow us to do the work and get it cleaned. In this situation, the owner did not have the property ready in time for tenant move in and needed an additional 24 hours to do so. On Wednesday, July 24th , our Operations Manager informed Ms. [redacted] that we would refund her the entire $249 and void her lease due to our client, the owner of the property, failure to get the unit ready for lease commencement date. We cut the check yesterday afternoon and at this current time the check hasn't not been picked up. We sincerely apologize for this situation. We ask that the client re-consider posting the complaint.

Best Regards,

RPM Phoenix Metro

Owner

Mike has completed our home review. He was very pleasant and showed a positive attitude. He also was very respectful in at home and attended to all our needs. Definitely would recommend him to do your home review.

Review: Real Property Management is attempting to unjustly charge me for breaking my lease, although I did not live on the property I continued to pay rent, and I turned over the keys to RPM as I was directed to do so by RPM, some of the items RPM are charging me for I was not aware I had to pay for.

I began communicating with RPM the beginning of January that I would be buying a home and breaking my lease, and I asked then what is the best way to go about doing this so that the house does not sit empty for months and risk being vandelized, and I was told that I was responsible for the lease until the property re-rents or until the lease ends in March. RPM informed that I had to turn over the keys, clean carpet, and complete the items on their move out list, and they told me to contact their listing agent to market the property so that it can be re-rented. After I completed these items requested by RPM, I was then to contact the maintenance assistant to ask about an inspection, I contacted maintenance assistance by phone and she told me that since I have turned over the keys, they do not have to let me know when the inspection is. After this phone call maintenance assistance emailed me and informed me that I have the right to be at the property during the inspection and she provided me with a date and time that the property would be inspected. Later on this day the maintenance assistant sent me another email letting me that the inspection had been cancelled. While this process was occurring I was continuing to pay my rent.

On February 11th, the maintenance assistant then sent me this letter:

The owner would like to propose a deal to you; owner would like you to pay $250 for weeds and drywall repairs, for you to forfeit the deposit and owner will let you out of your lease. Please let me know if this will work for you.

Regards,

I asked the company to send me invoice to break down the charges, and I asked them who I make the check out.

On February 24th, I was then sent a bill for 1789.00, they billed me un-paid rent, 1020.00 was for unpaid rent (I was never informed that I needed to pay Marches rent before the month of March) , I was charged for pest control services that I was never made aware that I had to pay. I contacted the company asked them why was I told to forfeit my deposit and pay 250.00 only to be sent a bill for 1789.00, and RPM advised to write a dispute letter, I wrote the following letter:

1. 1020.00 for unpaid rent, the reason that I am disputing this is because I was told to continue to pay rent until it re rents or the lease is up. I have paid February’s rent; I was not made aware that I needed to pay rent for March before March.

2. 20.00 for the hood filter, when I reviewed the move out list hood filter was not on the list, and if I did leave an unclean hood filter, please keep mind the dirt and food in the dishwasher, behind the refrigerator and behind the washer and dryer I had to clean when I moved into the property.

3. 120.00 for touch up paint. I am disputing this as well, I was not told I needed to do painting, there was a dry-wall repair made to the bathroom door, and I informed the maintenance staff that I did not paint this because I did not have the paint color code. Are you charging me for 120.00 to paint a bathroom door that could have been replaced for 30.00.

4. 199.00 for landscaping, again I was not aware of what needed to be done on the landscaping, and I still don’t know what I am being charged for. When I informed the company I was moving I asked office staff what do I need to do and I reviewed the move out list and landscaping was not on list, had I been properly notified I would have kept the keys and completed whatever needed to be done.

5. 430.00. Pest Control Services, I was told that the company would be paying for this treatment this one time, and one time only.

I have done everything I have been advised to do, but it appears that doing all the things that I was informed to do was the wrong this, there always seems to be miscommunication between staff, and I have addressed that in past emails and phone calls.

This is the response I received from RPM:

I reviewed your disposit disposition with [redacted], one of the owners of RPM Phoenix Metro. He confirmed that the charges are correct and stand. You were charged for March rent because you broke your lease by moving our early and are responsible for the remainder of lease.

If you have any other questions, please put them in writting even if it is an email.Desired Settlement: I will pay the 250.00 for weeds and drywall repair, and the deposit is to be applied to rent for March.

Business

Response:

Hello,

On January 3rd, 2014, [redacted], gave Real Property Management Phoenix Metro written notice that should would be breaking her lease due to her

purchasing a house. Our office informed her, as we do anyone who is breaking their lease, of the forthcoming consequences of doing so and that we will

inform the owner. Anytime a tenant breaks their lease that is an automatic forfeiture of the entire security deposit. At that point, the tenant is still

fully responsible for the rent until the property is re-rented or until the end of the lease, which in this case, is March 31st, 2014. Only at that

point is the tenant free from further rental obligations. However, this does not remove any liabilities of the tenant for damages to the property,

outstanding late fees, or any past shortages of rent. The tenant did pay February’s rent as she agreed to do so. The owner did not give RPM the approval to immediately re-market the property for rent, because they were contemplating putting the property up for sale.

The owner was attempting to create a fair plan to allow the tenant to just pay an additional $250 to cover some of the damages to the property along with forfeiting her deposit of $1,000. The owners, however, brought to my attention that they were charged for bed bug treatments totaling $430.00 that they saw on

their owner statement in January, 2014. After investigating this further, and discussing the situation with our legal counsel, it was determined that the

tenants were completely responsible for the 4 bed bug treatments for the following reasons:

1. This is a Single Family Home. No other units are attached, nor does it share a common wall with any other units. Only the tenants could have brought the bed bugs inside.

2. The house was partially remodeled prior to the tenants taking possession of the property and this included all new interior paint, carpeting and padding.

3. The tenants moved into this property on March 15th, 2013 and on October 22nd, 2013 they called in a work order stating that they thought they had bed bugs in two

bedrooms. This was seven months after they moved in, so how could this be an owner responsibility on a single family home? Our attorney confirmed this.

4. It states in the tenant’s lease that they are responsible for pest control (Item 30, page 3 of their lease).

The owner then asked me to complete an inspection of the property and we attempted to schedule this with the tenant, but I was told that she couldn’t make it during the day and that “it probably doesn’t matter at this point”. After completing the inspection I had flagged the following issues:

1. Weed growth in the front and backyards. Weeds and exterior landscaping are the tenant’s responsibility and is stated in their lease (Item 29, page 2 of their lease).

2. There were several areas of the walls where some damage occurred. It also appears as though someone attempted to patch these areas, but the end result was poor. There was also a large hole patched in a door that was also not acceptable. As stated above, this property was fully repainted just prior to the tenants taking possession.

3. I also noticed that the microwave air filters (2 Underside of microwave) were very dirty, as they get when cooking, and needed to be replaced.

Full move-out instructions are given to each tenant that is vacating one of our properties. These instructions talk about charges they will incur if these items are not taken care of. These instructions are in addition to the normal items they were responsible for on the lease that they signed. If a specific item is not stated on the move-out

instructions, the tenant would still be responsible for the items listed in the lease. That is the legal document that they originally signed and doesn’t devoid them from any of those responsibilities. The tenant wanted to turn the keys in because she didn’t want the responsibility of the house sitting vacant and could get vandalized and, also, so we could try to re-rent the property.

In closing, I have reconfirmed with our attorney that the tenant is responsible for March’s rent, loses all of her security deposit, and is fully responsible for the cost of repairs and the bed beg treatment. We have full and complete documentation of the inspection depicting these repairs as well as the tenant’s fully executed lease stating her responsibilities. With that in mind, RPM shall seek full restitution for the following amounts from the tenant:

$1,035.00 = March Rent (Lease ends 3-31-14)

$ 430.00 = 4 Bed Bug Treatments

$ 199.00 = Front and Rear Landscaping

$ 120.00 = Drywall repairs and paint touch-ups

$ 20.00 = Replace microwave air filters and clean underside

$1,804.00 = Actual Corrected Amount

($1,000.97) = Less Security Deposit of $1,000 plus a $.97 overpayment

$ 803.03 = Total Owed By Tenant

Overall, [redacted] and [redacted] were good tenants and we are always happy when a tenant can purchase their own home. It’s unfortunate when things turn out this way, though.

Regards,

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.

Regards,

1.

I will

address the bed bud issue, I reviewed the bed bug paper from RPM which states

to call the company and do not try to treat them yourself, so I did as

instructed and notified RPM. The next

day I received a phone from a pest control service letting me know they were

coming out to spray for bed bugs, I asked them how much is this and I was

informed that the company would be paying for it. And yes I am aware that it is the tenets responsibility

to cover pest control services, but when the tenant is told the company is

paying for it by the pest control company, and we were never notified to pay

for these services, at this point RPM assumed responsibility for this bill not

the tenant. RPM attempting to charge me

for services that you agreed to pay for is a great example of unethical and

unscrupulous business practices.

The owner then asked me to

complete an inspection of the property and we attempted to schedule this with

the tenant, but I was told that she couldn’t make it during the day and that

“it probably doesn’t matter at this point”. After completing the inspection I

had flagged the following issues:

I will

address the statement of the owner asking the company to complete an inspection

and me ([redacted] reporting that I will not be there): I received these email from [redacted] the maintenance

staff, the first email was to inform me of the inspection time and date, the

second email was to inform me that the owner was not doing a move out

inspection. RPM needs to keep in mind

before the attempt to slander me with and accuse me of false accusations; I

have these emails to present at any time.

(This

is the first email sent to me by [redacted] the maintenance staff):

[redacted],

An inspection at the property located at ** W. [redacted] has

been scheduled for tomorrow February 6th @ 2pm. You have the right to be

present at the inspection.

Please note that we do have 14 business day to send a deposition

statement. In regards to the owners decision to re-rent it or not, it is up to

the owner to decide on what they would like to do with their property.

Regards,

(This

is the email sent to me on the day of the inspection)

Hi

[redacted],

I am not sure if you were going to be at the property for the

inspection. Unfortunately, per the owners request. We will not be doing the

move out inspection until further notice.

Regards,

I

was told I have the right to be there for the inspection however RPM never

notified me when the inspection was to take place.

2.

I will address the landscaping: Upon moving to the property the landscaping was

horrible and I was told that I had to pay to have the landscaping completed,

however in spite of this I still agreed to pay the initial money that was asked

of me when I was asked to forfeit my deposit and pay the 250.00 for landscaping

and drywall repair. Again this is

another example of unethical and unscrupulous business practices.

3.

I will address the damage to the drywall; I was

forthcoming that there was a hole in the bathroom door that had been patched

up, that is the only damage that was done to the property, the bathroom door

retails for 35.00 at home depot if you chose to paint the whole house then that

was your choice but not my responsibility, had I been there for the inspection

that I was never informed about, I could have addressed this issue then. Line 35, Tenant may be present at move out

inspection, I was not able to present because I was never notified out move out

inspection. Again another example of unethical

and unscrupulous business practices.

4.

I will

address the statement about me not paying the rent in February: This is the capture from my bank for February

rent, again this documentation is readily available that shows rent was paid

for February. Again another example of unethical

and unscrupulous business practices and attempt RPM making to slander me name.

02/04/2014

[redacted] Debit

RPM Phoenix Metr WEB PMTS CM5D WEB

ID: [redacted]

$1,038.50

5.

I will

address the condition of the home when I move in and how RPM maintained the

home while was living there. Upon out

move we noted a whole in the master bedroom that had been poorly patch and

painted over. The blinds had missing

planks, the kitchen drawers had been attempted to be crazy glues and were

falling off again, the toilet leaked and this leaked never got fixed, the tub

drains had corrosion on them, the socket in the kitchen was cracked, there were

burn marks on the kitchen counter, the garage floor had paint and tar on it,

and the paint was damaged, the refrigerator door was broken. The refrigerator was not in working order, and

I placed several maintenance orders for it to be repaired. The temperature in the refrigerator was

usually at 50 degrees which meant I have lost hundreds of dollars as a result

of having to throw away food, and I was never provided with a working refrigerator

during the time I rent a home with RPM. When I addresses the issues of me having to

throw away food constantly RPM told me to file an insurance claim with renters insurance. Ironically this house is now listed on a few

websites for sale and it reported that appliances in this home are less than 6

months old, as the former tenant I can honestly say these appliances are not

less than 6 months old. Also I never mentioned anything about not

wanting to house sit a vacant house, and from my house searching I learned that

empty houses have issues with becoming vandalized, and I would never wish for

such a thing to happen to any house.

RPM continues to charge me unjustifiable fee’s,

they failed to provide us with working appliances, they have attempted to

provide false statements about me not paying my rent, and the only unfortunately

thing is that we were great tenets who made the mistake of dealing with a

dishonest, unethical and unscrupulous business.

Business

Response:

There was no dispute as to if February rent was paid, we stated that rent was paid. What was unpaid was March 2013 rent. Attached please find a copy of the Ms [redacted]’s lease which states that tenant is responsible for the rent until the property re-rents or lease expires and that if they vacate prior to the end of the lease they forfeit deposit (paragraph 7). This documentation is validation of the charge of $1020 on her disposition of deposit (see attached). Upon move in tenants are instructed to return a move ininspection form within 10 days to accurately document the condition of the property and any damages. Many items were documented showing their thoroughness in completing the form. It does not make mention of any issues with the landscaping, pests, or hood filter on the microwave being dirty. If items had been noted then they would not have been responsible for the charges at move out ($20 for hood filter, $199 for landscaping, and $120 for fixing the door and replacing it). While a door might cost $35 at home depot Ms [redacted] needs to be aware that in order for us to make a repair we have to hire someone to fix the item(s) in question. It is always cheaper for a tenant to take care of the item(s) themselves and is preferred so as to avoid issues such as this. Although the inspection scheduled for 2/6/14 was cancelled per the owner another inspection was scheduled for 2/7/14 and Ms [redacted] informed but she was not able to make it. Due to limited constraints with meeting the homeowners demands we did not have the ability to reschedule an inspection at a time convenient to the tenant. We can not refuse the tenant be present at the move out inspection which is their legal right however the tenants responsibility is to be available if they desire to be there. We try to work with tenants moving out to make it as convenient as possible for tenants to attend but where unable to accommodate the tenants requests at the time. Outside of the March 2013 rent of $1020 and the damages in the amount of $339 the only other charges assessed was $430 for bed bug treatment. If a tenant reports a bed bug problem we have a legally duty to have it treated. In determining who is responsible for the cost of treatment (always after a treatment is done) we refer to how long a tenant has lived at the property, if there has been any past reports of bedbugs and if the property could have been infested by an adjoining unit. The pest control company contracted to treat the bedbugs would not have that information to make a determination as to who is financially responsible for the cost of treatment. Instead, they bill us, so from that standpoint what they told Ms [redacted] is correct. However, their billing us does not absolve the tenant from responsibility for the cost of treatment. In many of these cases the cost does not get reimbursed to the owner or us until a tenant vacates and it is withheld from their security deposit. Even though we are justified in the charges assessed again Ms [redacted] and Mr [redacted] we would like to offer a resolution to put this matter to rest. According to the disposition of deposit (attached) once charges have been assessed again the tenants security deposit they have a current outstanding balance of $788.03. We are willing to waive $788.03 in charges. This will bring the tenants account to a zero balance with nothing owed. If this resolution is acceptable to Ms [redacted] then we will send a revised disposition of depositshowing a zero balance and update her tenant account.

Consumer

Response:

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,

Real property management is a HORRIBLE company to rent from. BEWARE!!!!! Go ANYWHERE but here. I'd recommend a hole under a rock before this company. We were forced to live in a house with leaks in electrical sockets, holes, poisonous insects and numerous negligent responses from management. This company is horrible. A blind rded mute mouse would handle Mao tanence and concerns better then this company. Drugs and alcohol were left in our uninspected house... pest infestations.... this was my most miserable experience renting in ten years!!!! STAY FAR AWAY unless you'd like a live version of hell.

[redacted] did an excellent job in finding us a house. She worked with the owners to get all of our questions answered in a timely and professional manner. I will recommend her to anyone house hunting in the Phoenix area.

Review: This complaint involves the rental of 2 homes managed by Real Property Management of Metro Phoenix: [redacted] (Rent $918) and [redacted] (Rent $983.25). I resided on [redacted] from April 2012 to February 2014 and paid security deposit of $800 and a $200 pet deposit. In January I applied for the 2nd property to downsize, and received a written agreement from the 1st owner that a partial refund would be granted for February in lieu of significant upgrades to the property costing me almost $800. I moved out of the 1st property on 2/14 and into the 2nd property on the same day. I paid total security deposit of $1673. I spent the weekend cleaning both properties and returned the keys/remote on February 17, 2014. I emailed the carpet cleaning receipt for $108.When I finally received my refunded security deposit, it reflected only a few days of the prorated rent for the month of February and $100 of my pet deposit. The move out date was documented wrong, I was accused of damaging the property, charged cleaning and landscape fees, and other fees. I submitted my complaint in writing and eventually received a check for the balance of prorated rent for February, but security deposit was retained. After moving into the 2nd property, I realized it had not been cleaned at all i.e. floors, bathrooms, kitchen, refrigerator, windows, blinds were filthy. Trash and recycling were overflowing in backyard and there were weeds in the front yard. In March, I received 2 notices from RPM regarding HOA complaints for weeds dated January and February 2014 prior to my residence. In response to the issues for both properties, I hired an attorney who submitted 2 deposit demand letters for both properties and additional request for termination of lease effective end of April 2014 due to violation of contract. RPM Response to 1st letter was refund of landscape fees $199. There has been no response on 2nd letter with deadline of April 28th. RPM Legal has not responded at all.Desired Settlement: Regarding property at [redacted] W. [redacted] Ave., I want the lease to be honored and the balance of my pet deposit refunded, and reimbursement for carpet cleaning since I was charged for a full home cleaning service, or complete refund of balance of security deposit.Regarding property at [redacted] S. [redacted] Dr., I want an agreement for lease termination, and Full Refund of all security deposits. Complete reimbursement of $500 retainer for Attorney to submit demand letters and all future legal/court fees

Business

Response:

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.

Consumer

Response:

I have reviewed the response made by the business in reference to complaint ID 10032894, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below.

[Provide details of why you are not satisfied with this resolution.]

First of all I am no longer being represented by [redacted] Attorney at Law. If necessary, I will refer to alternate counsel regarding this matter.

Regarding the matter of [redacted] W. [redacted] Ave, I did not receive direct notification of the offer to reimburse landscape fees of $199. I was forwarded the response at a much later date, and it was not acceptable as there was still the matter of the balance of $100 owed on my pet deposit, reimbursement of the professional carpet cleaning service of $108.10, and I was in disagreement with the property inspection. The documentation from the inspection was quite extensive and could have only been adequately performed by a hired cleaning service, not an everyday clean tenant such as myself. It identified things like dust on windowsills, and juice stain on walls which was clearly false based on my own photos. I feel the funds indicated are still owed to me, since I was charged a full cleaning fee of $240. If the intent was to charge the cleaning fee regardless of tenant effort, then it should have been clearly outlined. It was a waste of time and money to try to meet a requirement that was not going to be accepted regardless. I was accused of damaging property (i.e. blinds) which I did not do. Most of the blinds and windows downstairs were damaged upon move-in. When I realized this, I documented everything and reported it to the property managers at that time ([redacted]). The windows were repaired downstairs and most of the blinds; however, there were a few that were not and I switched them with others upstairs, so they were less visible (one had broken strings due to sun damage and the other due to animal bites).

The issues that were indicated related to the property at [redacted] S. [redacted] Dr. were not isolated matters from the issues mentioned at [redacted] W. Irwin, they were compounded. As a result of how I was treated and the botchery of the contract issue and invalid fees or withheld deposits, I had to address the matters of concern. I invested a great

deal of money to ensure my transition from both of the properties managed by RPM. I had no reason to expect that the situation would turn out in the matter that it had. Initially, nearly every dollar of my deposit on the first property was accounted for in fees, and the only reimbursement was for a few days of early move-out which was also documented incorrectly. It should not have taken several emails, follow-up calls, and photos to prove was the truth. To date this is still a matter of debate.

The issue regarding the security deposit did not occur until weeks after the move. On the day I went to their office to pay the rent for the month of March, I received the first check from them. The only reason I came to the office was because I learned that the rent check automatically sent from my bank was lost in the mail. From that point on I paid rent via cashier's check and delivered it myself to their office. I wanted to avoid any issues with unnecessary late fees, as they had been assessed previously unknowing to me.

I feel that all of my complaints were valid, however the business chose to address them independently only after verbal/written complaints from myself and separate ounsel. Their legal counsel was hired only in response to the issues at [redacted] S. [redacted] Dr which by themselves are not taken very seriously. The matters of cleaning and repair were not ongoing, and were resolved by myself the day that I moved in. The issue with overflowing trash, and recycling was addressed with the City of Phoenix to have the debris removed. The fact is that I was not offered a Move-In Inspection at all, and did not know they expected me to request one. The cleaning and other maintenance needs that were required should have taken place as a matter of regular business for a property management company to perform in preparation of renting any property to a new

tenant. This did NOT take place for me. The only action they have been consistent on is accepting my money (Earnest Deposit paid in January, full rent for month of February on prior property, balance of deposit paid recent property in mid-February, and the rent payments to date), and clarifying their rights. All the issues that were addressed in the response from their counsel placed blame solely upon me, and the company claims no obligation or responsibility in the issues. The problem here is that

the company seems to have all the power and the tenant has none. They are perfectly within their right to penalize me for what they determined was an unclean property at the [redacted] address, and any other fee for either property, as well as threats of escalation on any matter as they deem fit.

I was told that it was my responsibility to contact RPM with my issue, but it was irrelevant to do so since I had to taken care of the matters myself in order to place my furniture and utilize the bathrooms in a sanitary condition. I did send an email to [redacted] with pictures of the garbage and recycling, but I had no expectancy for

anything to be done. The maintenance support call line have not been very consistent in the past. When you call in, they provide a work order# which is their only reference to a tenant issue, but often they have no record of the report. There have been some responses with a service call and other times there has not. I recently called to report issues with scorpions and roaches. After a few weeks, there was still no service call. I had already purchased insecticide to help with this matter, but it was ineffective.

After receiving their counsel response on May 1st, I submitted my 30 day notice the next day. Given the entirety of the circumstances, and the rashness of their legal counsel

response, I determined to not do business with RPM any further, as I feel there would be no justice. I received an almost immediate response that my notice had been received and attachments were provided with Move Out Instructions, Checklist, and reference to schedule Move-Out inspection. The instructions did not indicate anything related to landscaping, however it did indicate that the property should be clean and trash/recycling emptied. I did not receive any Move-Out instructions from the [redacted] property. My only reference was the email from the property manager telling me that the property needed to be in rent-ready condition, carpets professionally cleaned

and receipt provided for reimbursement, as well as turn in keys/remote. I performed the duties to the best of my ability, and met with an inspector on May 12th. He simply took the keys, remote, asked if I had any questions, and if everything was functional. He said that I should be receiving my deposit in about 14 days and that was all.

This entire matter has put me in a severe financial situation and has been a very expensive lesson which I hope in time to recuperate from. At this time, I have no idea or

assurance as to whether or not my deposits of any amount will be returned to me related to these properties. I lived at this last address for almost 3 months, and 18 months at the prior property. I did not anticipate these circumstances at all. This has been a severely distressing situation, as I have had no property issues in the past, and have rented homes of immense value compared to the ones addressed here, and I have never been treated so poorly. As a tenant, clearly there is no respect or value. I just want to live in peace, and be treated fairly.

Regards,

Business

Response:

Ms [redacted] has broken her second lease so per the lease signed has forfeited her deposit (See attached, paragraph 7). Deposit will be applied to any damages and unpaid rent until the lease expires or the property re-rents. We have to abide by the lease. Since she signed this lease directly with RPM as our policy when notice to vacate is received we send tenant move out information. We have documentation of previous condition of the property and expectations of move out condition are know.

The homeowner of [redacted] has said to not refund for cleaning, that is the only thing that has been withheld from the deposit outside of the outstanding charges on her tenant ledger (please review previous response with documentation). We did not know that she did not have the services of Mr [redacted] as previous contact had come from him and response made to him.

No additional money will be refunded to Ms [redacted] in regards to any disputes for the property at Irwin.

We have remarketed the property on [redacted] and have an approved application. We will only charge Ms [redacted] the rent until the day a new lease begins. Any additional deposit after the unpaid rent is covered and any damages repaired will be refunded to her.

We have provided extensive documentation regarding both matters.

I elected to work with Real Property Management Phoenix to lease our second home. The first year was a nightmare. There was NO communication - not one of my phone calls was ever returned.

I connected with the renters directly to see if they would consider working directly with my husband and I. Upon contacting the renters, I learned that the A/C unit on the house and I was never contacted! The entire process has been frustrating because there is no communication.

I would definitely not recommend this group to anyone looking to lease a property.

Real property management is a great company to rent a home from. They are fair, quick to respond to your needs and very professional. I would encourage anyone looking to rent a home to go through real property management.

Real Property Management Phoenix Metro is advertising a property with hardwood floors, this property actually has vinyl. The rental property is located at [redacted]. We visited the property about 2 weeks ago, and I asked their listing agent, [redacted] to call, text or email back letting me know what the owner thought about the move in date, she never did. I'm still waiting to hear back from her. I also logged into Real Property Management Phoenix Metro's website to follow up and nothing. Seems like they did not want to do business with me. The property is still listed as vacant and available for rent...

Review: RPM Phoenix Metro took monies out of my lease w/out using the funds for the specified purpose. They claimed to take funds out for "cleaning" however, the new tenants took residence before our walk-thru took place. Therefore, there was no cleaning and we would like to request this amount from our deposit back.

Furthermore, there are additional fees that RPM Phoenix Metro claimed from our deposit, that were not documented. We have tried several times over email and phone to correct this issue w/ this company, with little or no response. This company clearly does not value its customers. We are simply asking for what we deserve back from our deposit, nothing more. Please advise, thank you.Desired Settlement: Refund of complete deposit.

Business

Response:

We have reviewed the move out charges. We have attached the charges from the tenant ledger. The charges are noted on the tenant ledger and below:

$200 non refundable pet fee

$175 cleaning

$25 light bulbs

$52.49 repair master door

We have attached the detailed move out report as well. This particular property owner has their own contracting crews and require RPM to send funds to the them so they may schedule the work. The owner has the right to do none of the work or do more work as compared to what is notated on the move out report. Based on this information, we would not refund any of the charges.

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.

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,

Business

Response:

Upon review of the move out walk through, we transmit the inspection document with photos to the ownership group of the property. The ownership group has their own general contractor that organizes any and all work for the complex. Once the funds are witheld from the deposit and itemized, we send the funds to the ownership group. It is their discretion of what to do with the funds. They are not required to complete the repairs upon move out or they can use the funds and make improvements to the property, it is their discretion. The charges were itemized for 1/2 the pet deposit, bulbs, cleaning and door damage repair. Thus the charges stand.

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.

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,

Business

Response:

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.

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.

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,

Business

Response:

This is our final response. We do not own the property. The funds are not ours. We are hired by the property owner and work with them on move out conditions and once the final checklist is completed and submitted, we forward funds to the property owner as they use their own contractors to perform the work and they determine what scope of work they want to perform. They have the right to leave the property "as-is" or they can spend more money and make major improvements. As the owner, they have these choices.

I needed to move by April 1st I found RPM online and got in contact with [redacted]! She went above and beyond for me and my family. Contacting the owner with every question I had about the property and relaying the information back to RPM to get my lease taken care of. I would recommend their property management based on [redacted]'s work ethic and punctuality she really made this move process easier!

Review: The last invoice received from RPM showed outstanding charges of $1038.45 which included utility charges that appeared extremely high for the property being vacant. I have request 3 times for RPM to provide evidence (copies of the actual invoices) from each service provider. I made a requests March 5, 2013, March 26 2013 and May 1, 2013. To date I've not had a reply from RPM or the invoices sent to me. I've advised RPM with each request that I'd pay the debt due as soon as I have the invoices and an opportunity to reconcile. My last owner statement from RPM shows a zero balance with a possible credit. I am unable to make sense of this as no debits or credits appear on the statement.

The previous tenant was evicted from the property under suspicion of drug trafficking. He left behind debt from rent, eviction and damages to the property. RPM sent the client to collections. I am unclear if this tenant has paid his responsibilities or if RPM turned the debt over to collection under my name hence the zero balance. Regardless they failed to communicate what has happen and have failed to provide documentation.

My experience with RPM has been below satisfactory. It appears that they have taken advantage of a situation; I am residing in Western Australia and communication is done electronically due to the time difference. They have had ample time to resolve this matter but continue to ignore my request. I can only assume they are hopeful that I will go away. If the previous tenant has paid the debt then RPM has stolen monies that belong to me. If they have sent the balance due to collection they need to immediately remove and clear any damage done to my credit report as they failed their due diligence to resolve this issue.Desired Settlement: I want copies of the invoices from each service provider. If the account has been sent to collections I want it reversed and my credit report cleared. If the previous tenant paid his debt then I want the money returned until this matter is resolved and any credit balance paid directly to me. I'd like an an apology from RPM for their poor customer service.

Business

Response:

All invoices were accessible on the owners portal until we closed out the portfolio and deactivated the account from our system. We will re-activate and send all billing information to the client this week.

I have had a not so positive experience. RPM neglected to execute a background check, rental history check or credit check on my previous tenant. As such, I ended up with a criminal (2 arrests) as well as (9) previous evictions on their record for failure to pay rent. It took several months to clean this up. In the meantime, the tenant did damage to my house. RPM is making me whole, as they realize they breached contract. But, RPM has not made this process easy in any way. I am contemplating a lawsuit, but am waiting to see how the entire thing shakes out. It has been a horrible, horrible experience, and RPM is not quick to respond. Ironic thing is they forget I could have sued from the get go.

Review: I contacted Real Property Management about viewing/renting a property that they represented via email on 6/26/14. I sent the same email inquiry to [redacted] again on 6/27/14 when I received no response on 6/26/14. I spoke with [redacted]. He first told me that the property would not be available to view until after July 1st and that the rent was $100 more than what was listed on the advertisement, per month.

On 7/1/14 I sent another email to [redacted] requesting to view the property. He said that he could show me the property anytime but it would take at least a week to get into rent ready condition. He said I could see it that week. We made an appointment for 7/2/14 at 12:30 p.m.

I decided I wanted it and express this to [redacted]. He said he would send me the rental application and information on how to submit via email. I sent him a reminder email on 7/2/14 at 6:08 p.m. to send me the application when I had not heard from him by the end of that day. He sent me the application and fee breakdown on 7/2/14 at 10:55 p.m. and said that the application fees must be in cash, check or money order.

On 7/3/14 I asked for the breakdown on the administrative fees and again how to submit the application and fees. He proceeds to give me the breakdown on the administrative fees then proceeds to tell me that they already received and approved an application today for the same unit!

I expressed my disappointment in this turn of events and felt that I had been lied to and strung along. Here I was asking how to submit the application and fees all the while I was being put off to allow someone else, someone of preference, to rent the property.Desired Settlement: I would like for this company to honor its advertised prices for a rental property and not to adjust it when they think that they can make an extra dollar. I would like to work with an ethical representative to find a comparable rental property in the same location and price and be allowed to apply for it. If the company choose to offer a discount on their administrative services/fees for my inconvenience, I would gratefully accept their offer as part of their apology and expressed dissatisfaction in this one employee's lies and discrimination; however, my complaint is to resolve and make public the false advertising and discrimination practices displayed by this representative of RPM Phoenix Metro.

Business

Response:

In order to review this complaint further I would need additional information such as the property address interested in. All of our properties are individually owned and in some cases owners decide to raise the rent after advertising has begun. [redacted] works on a commission and it is in his best interest to find a qualified applicant as soon as possible. Our 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 received. There 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 criteria. With the current market we are seeing 2-3 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.