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Real Property Management TriState Area Reviews (2)

03/19/
Dear *** ***,
Thank you for the opportunity to respond to the complaint you received on January 28,from former owner, *** ***,
As you can imagine, we are always concerned when a current or former owner expresses dissatisfaction
with our servicesWe have reached out to *** personally by phone but were only able to leave a voicemailWe also followed up with an e-mail however *** replied to that email that she is not interested in speaking with us and that there is nothing we can do at this pointThe following is our response to her complaint for your records
On January, 31, *** signed for a package we sent via certified mail which contained her final statement and disbursement in accordance with the terms of our management agreementWe did not return a physical copy of her keys in that final package, as that is not our process*** has always had access to her keys via the lockbox that we installed on her propertyWe have provided her the lockbox code on multiple occasions and provided it again in her final statement
We first rented ***'s property in December of From 12/to 10/***'s property was leased to two different sets of tenantsThe first tenants leased for year without issue and the second tenant leased for years (immediately following the move out of the first set of tenants}This final tenant successfully leased ***'s property for months before experiencing significant payment issues in the final months of tenancyIn total through our management, ***'s property earned $27,in gross rental income
As early as summer as 2012, *** discussed with me her desire to in her own words, "let the bank take the property/' The tenant was up to date with rental, and although occasionally late, always paid her rent within the month it was due
*** expressed that she no longer wanted the propertyI explained to *** in our phone conversation that handing the property back to the bank would negatively affect her credit ratingI suggested putting the property up for sale, and our company briefly represented her in this regard
Unfortunately, *** found herself in the circumstances that many owners in this market find themselves, the sales price she required to fully cover her mortgage payoff was not reflective of the current sales in the area, in other words, she required the home to sell for more than it was worth in the current marketAs a result, we were unable to sell the home for *** worked with another agent in who was also unable to sell the property on her behalf
We agree with **, ***'s claim that the most recent tenant failed to pay rental for the last months of her lease termHowever, we find it unfair for *** to blame us for failing to evictAs *** is aware; we cannot evict a tenant without the owner first paying for the eviction costs ($500)
*** did not at anytime pay for the eviction of the tenant as required for our company to take actionAlthough we do offer an eviction protection service to cover the costs of eviction for an owner, *** cancelled her enrollment in that program in September of
In lieu of not having funds to evict the tenant, we negotiated with the tenant to voluntarily surrender the premises, which she did by 11/5/
Our process when the management agreement is terminated for any reason is to close out the account and forward all documentation within days of termination or our last date of service whichever is laterOn November 28, *** terminated our management agreementAt that time, we were in the midst of completing the required tenant security deposit statement detailing how the tenant's security deposit funds were applied, This is required by the PA Landlord/Tenant ActWe finished that fiduciary responsibility sending the tenant's statement out to her as required by December 5th,
Ideally **, ***'s package should have been mailed to her within days of that last account activity, (the security deposit statement mailing)This would have made the package mail date January 5, Unfortunately, an unexpected change in our staff lead to some oversight with finalization of ***'s accountOnce discovered, we immediately rectified the oversight and mailed *** her final package via certified mail, which she signed for on January 31, We certainly apologize for any inconvenience the delay of the final package may have caused ***
At this writing, *** has her keys, access to the property and her final packageWe have addressed all the issues the owner has reported, and resolved them
Sincerely,

Review: I sent an email to RPM on 11/28/2013 essentially firing this company. They acknowledged my email on 12/03/2013 and said they would begin closing out my account. They said I would receive my information shortly. They immediately disabled my online account access, which I needed to print documents from. I asked for them to restore access. The response on 12/06/2013: "We are closing out your account. As per the terms of you management agreement we have 30 days from date of termination to reconcile your account and provide you with closing documents. We will provide a tenant ledger and lease in your closing documents along with the final statement." I still have NOTHING including the keys to the property. Every time I contact them I get a new customer service person....this has been a nightmare. The tenants lived in the property for almost 3 months without paying rent before they actually started eviction proceedings. The tenants split before the court case. The house has been sitting empty since November, and I can't do anything with it without the KEYS. I just want the keys to the property and all the documentation that I need.Desired Settlement: I want:The keysAll tenant documentationA signed copy of the management agreementTax forms

Business

Response:

03/19/2014

Dear [redacted],

Thank you for the opportunity to respond to the complaint you received on January 28,2014 from former owner, [redacted],

As you can imagine, we are always concerned when a current or former owner expresses dissatisfaction with our services. We have reached out to **. [redacted] personally by phone but were only able to leave a voicemail. We also followed up with an e-mail however **. [redacted] replied to that email that she is not interested in speaking with us and that there is nothing we can do at this point. The following is our response to her complaint for your records.

On January, 31, 2014 **. [redacted] signed for a package we sent via certified mail which contained her final statement and disbursement in accordance with the terms of our management agreement. We did not return a physical copy of her keys in that final package, as that is not our process. **. [redacted] has always had access to her keys via the lockbox that we installed on her property. We have provided her the lockbox code on multiple occasions and provided it again in her final statement.

We first rented **. [redacted]'s property in December of 2010. From 12/2010 to 10/2013 **. [redacted]'s property was leased to two different sets of tenants. The first tenants leased for 1 year without issue and the second tenant leased for 2 years (immediately following the move out of the first set of tenants}. This final tenant successfully leased **. [redacted]'s property for 21 months before experiencing significant payment issues in the final 3 months of tenancy. In total through our management, **. [redacted]'s property earned $27,450 in gross rental income.

As early as summer as 2012, **. [redacted] discussed with me her desire to in her own words, "let the bank take the property/' The tenant was up to date with rental, and although occasionally late, always paid her rent within the month it was due.

**. [redacted] expressed that she no longer wanted the property. I explained to **. [redacted] in our phone conversation that handing the property back to the bank would negatively affect her credit rating. I suggested putting the property up for sale, and our company briefly represented her in this regard.

Unfortunately, **. [redacted] found herself in the circumstances that many owners in this market find themselves, the sales price she required to fully cover her mortgage payoff was not reflective of the current sales in the area, in other words, she required the home to sell for more than it was worth in the current market. As a result, we were unable to sell the home for **. [redacted]. **. [redacted] worked with another agent in 2013 who was also unable to sell the property on her behalf.

We agree with **, [redacted]'s claim that the most recent tenant failed to pay rental for the last 3 months of her 2013 lease term. However, we find it unfair for **. [redacted] to blame us for failing to evict. As **. [redacted] is aware; we cannot evict a tenant without the owner first paying for the eviction costs ($500).

**. [redacted] did not at anytime pay for the eviction of the tenant as required for our company to take action. Although we do offer an eviction protection service to cover the costs of eviction for an owner, **. [redacted] cancelled her enrollment in that program in September of 2011.

In lieu of not having funds to evict the tenant, we negotiated with the tenant to voluntarily surrender the premises, which she did by 11/5/2013.

Our process when the management agreement is terminated for any reason is to close out the account and forward all documentation within 30 days of termination or our last date of service whichever is later. On November 28, 2013 **. [redacted] terminated our management agreement. At that time, we were in the midst of completing the required tenant security deposit statement detailing how the tenant's security deposit funds were applied, This is required by the PA Landlord/Tenant Act. We finished that fiduciary responsibility sending the tenant's statement out to her as required by December 5th, 2013.

Ideally **, [redacted]'s package should have been mailed to her within 30 days of that last account activity, (the security deposit statement mailing). This would have made the package mail date January 5, 2013. Unfortunately, an unexpected change in our staff lead to some oversight with finalization of **. [redacted]'s account. Once discovered, we immediately rectified the oversight and mailed **. [redacted] her final package via certified mail, which she signed for on January 31, 2014. We certainly apologize for any inconvenience the delay of the final package may have caused **. [redacted].

At this writing, **. [redacted] has her keys, access to the property and her final package. We have addressed all the issues the owner has reported, and resolved them.

Sincerely,

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Description: Property Management

Address: 1440 Conchester Road Suite 1, Garnet Valley, Pennsylvania, United States, 19060

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