Real Property Management West Valley

Mr***, As stated in the listing the application fee is non-refundable you real estate agent should have disclosed that to you prior to taking your application and submitting it on your behalf We are sorry to hear that you are upset because you do not meet our thorough tenant screening processRPM West Valley thoroughly reviews all applicants credit including criminal background checks, previous evictions, housing history, employment including offer letters and income and does apply the same qualifying criteria to all applicantsA this time your application has been turned down for unable to verify income and employment and no refund will be issued as the application fee is non-refundable

Although, we do sympathize with Mr*** that HOA violations and policies imposed can be frustrating but since we management homes and work with HOA's on daily basis we are familiar with the time it does take to work through these types of painting violationsWe were more than willing to help him through the process that would have extended past his closing date with the $fee to send over the HOA required Architectural design wait for approval and then get an estimate to complete the needed repair

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID ***, and have determined that this proposed action would not resolve my complaint. For your reference, details of the offer I reviewed appear below
Attached you will find our correspondence with Real Property Management, a copy of the invoice in question, and photographs of the final inspection (since they would not provide us a copy of the final inspection)
As you can see from the lease the RPM has sent you, we met our obligations "Lessee agrees to not attempt to make repairs should they be necessary In lieu thereof, Lessor will be notified This applies to painting, changing locks on doors, applying or attaching anything to walls or ceilings that will require corrective maintenance, plumbing or electrical repairs If necessary repairs are caused by the less, based on the judgement of the maintenance personnel, such repairs are to be paid for by the Lessee."
We were not allowed to attempt to repair the crack We had to notify them, which we did The crack was in the bottom of the Master Shower Floor, not near any drywall, from her example As you use the shower, water can seep through the crack We kept clear tape on it to try to prevent leaking and to keep from cutting our feet when we used the shower
As you can see from the invoice (See attached), they found a crack, but decided not to repair that crack It is not our fault that the subcontracted vendor that they choose, decided not to peal back the one piece of tape covering the crack and take the five minutes to properly seal the crack Had they done that, RPM would have paid the invoice without issue They never stated that we caused the crack So based on our signed lease, they do not have any ground for billing us a trip charge Based on the invoice it was not a fraudulent claim, there was a crack Based on how we reported the crack (see attached), we followed our lease and informed them, that the crack could be leaking and wanted to protect the home owner
If this crack was merely cosmetic, then why did they add it to the final inspection? (See attached photos) Because it was that big of a crack and needed to be repaired
We had to repair closet doors upon moving out that we had originally asked them to repair before we even took possession of the property We had to fight with them when we moved in to the house to fix the non-working AC and then again to get the heat turned on, as you can see in the same letter to them about the crack (See attached They instantly sent someone out about an unimportant crack, but it took two weeks of fighting with them to get the heat turned on.) It appears that their priorities are backwards Their customer service has been absent to the point of being rude from the moment we finished signing initial paperwork, even when we would just drop off our rent and ask for a receipt, which they won't provide I have most of the correspondence from the portal (some is attached), but two hours after we turned in our keys, our access was cut off They are riding the line between shady and legal, based on their methods and actions
We have wasted countless hours writing letters and speaking to them about this issue I had even volunteered to pay the invoice if they could show where in my lease they could legally charge me (See attached) All they responded was that if I didn't pay it, it would be taken out of our Security Deposit, but they never showed any paperwork where they could legally bill us for a trip charge on a non-repair of a crack that we did not cause Even if you buy into their story that it was a fraudulent claim, there is NOTHING in our lease that we signed that states they can legally bill us for a fraudulent claim, which this was not
Regards,
*** ***

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.
This is a simple and clear issue. It is not about the 3 years or other information mentioned to distract this issue. The company accepted payment for terms of a contract that ran through 06/30/2014. While they presume they did not have enough time to address, that is only a self-serving assumption that benefits them only. No effort was made in an attempt to conduct activities. Since it was close to the end of the contract, there was no motivation to comply. They received their money and made no attempt to conduct activities to resolve. If after an attempt to fulfill the terms and the end result was not enough time was available, that might be one thing. You cant conveniently claim there is not not enough time and therefore put zero effort forward. Unacceptable and a self-serving business practice. 
Regards,
[redacted]

Mr. [redacted], As stated in the listing the application fee is non-refundable you real estate agent should have disclosed that to you prior to taking your application and submitting it on your behalf.  We are sorry to hear that you are upset because you do not meet our thorough tenant screening...

process. RPM West Valley thoroughly reviews all applicants credit including criminal background checks, previous evictions, housing history, employment including offer letters and income and does apply the same qualifying criteria to all applicants. A this time your application has been turned down for unable to verify income and employment and no refund will be issued as the application fee is non-refundable.

At this time we are unsure why [redacted] has issues with not getting a copy of the move-out inspection as his wife [redacted] was present for the inspection and signed off the the contents of the move-out inspection. They were not charged for damaging the bath tub it the move-out inspection that he uploaded merely noted that the was a small crack on the bottom of the tub. They also received a full refund of their refundable security deposit less $60 charge that had been on the ledger since 10/4/2013. No refund will be issued as again the [redacted] ordered repairs for items that were not broken or causing property damage. Although, we understand that [redacted] feels it is unreasonable to be charged a trip charge however since there was nothing wrong with the tub; it is simply unreasonable for the owner to have to pay for maintenance on items that are not broken at the property merely to set the tenants mind at ease.

Dear Mr. [redacted], it is unfortunate that after 3 years of dedicated service that included keeping your property tenant occupied with a tenant that pays rent on time that you are now having issues with our service based on your properties Home Owners Association's requirements. You requested your...

contract not be renewed at the beginning of June and we scheduled the closing of our account for late June to give your time to contact the tenant and set up rent collection for July. Since the type of violation that you received can often take 4-6 up-to get the approved architectural decision approved and then the work would need to done there was going to be a charge to get the bid and keep your account open.

[redacted] is upset that they were charged a $60 trip charge for calling ordering maintenance that was not needed. This falls into the same category as a tenant causing a repair to be needed. Per section 15 "If necessary repairs are caused by the Lessee, based on the judgment of the maintenance...

personnel, such repairs are to be paid for by the Lessee." Calling in a cracked bath tub for maintenance to go to the property and only to find a small superficial crack is not any different from calling in a " broken garbage disposal" that is clogged with pop corn kernels. If the tenant had called in stated there is drywall damage and that that was a small crack in the shower that could be causing the damage that would have been different. After the tub was checked the tenant continued to resided in the home for another 10 months without any issues from the small superficial crack which is again why they were charged. Therefore they will not be issued a refund.

We have uploaded the tenant's lease agreement - please see section 16 which clearly states that the tenant is not to make any repairs unless they caused the issue.  Additionally, we are uploading a copy of the work order in which the tenant was provided with the property owner's AC vendor...

contact information on 7/22/16 the same day that the tenant submitted the AC work order repair.

My name is [redacted], the new tenant under Real Property Management. I'm prompted to write this letter because I feel I have not been treated properly by Management with regards to what we immediately experienced while in the process of moving in last Saturday, 29th of March.

I will enumerate activities starting Friday, 28th of March when I walked-through with a representative named [redacted]. During the walk-through, we checked water by checking faucets, flushing toilets and etc. to make sure they were working. We also checked electricity and other amenities. Finally, I was made to understand that there is a five- day stipulation, that should any problem occur, Management would resolve the problem.

Saturday was our moving in day and everything was moved in by about approximately 6 pm. It was during this time that someone used the sink to wash some dishes and other items and at which time, my son noticed the flooding from restroom to hallway to part of family room.

Immediately two family members started to control flooding by dumping towels and rugs and another member rushed out to turn off the toilet tank valve. However this didn’t stop the overflowing of water. My brother in law then proceeded to turn off the main water line located outside the house. I was not in this vicinity at that time as I was picking up more stuff from my old house. I got a frantic call from my sister informing me of the flooding. I called maintenance for an emergency help and they sent someone named [redacted] (plumber) who arrived with much of the flooding already under control. He unclogged the toilet and asked what happened and who used the restroom? He kept asking who might have caused the clogging. We told him that no one used the bathroom as we just moved in the house.

I believe that [redacted] was immediately convinced that it was our own doing because he did not do much more than just stand there and inquire, except for the unclogging that he did using a plunger. [redacted] must have reported his presumption to Management because the next day, RPM Maintenance manager named [redacted] had left me a voice mail that because the clogging was caused by “me”, I am liable for emergency service fee of $150.00 and if we choose them to repair the water damaged carpet it will cost me $408.35. There was a heated exchange of words, I, insisting that we just moved in that day, and we could not have caused the problem. I did inform him that I would file a complaint and his response was, "Go ahead, you can take me to any court and you will not win”

I am not a plumber so when I told [redacted] that the toilet overflowed because it was clogged, he assumed that it was my fault. I told him that my ex-husband [redacted] who was one of those who cleaned up the mess caused by the sewage overflow, can give him more information but he didn’t care to listen. He said that he sent his guy and trusted the information he was given. I asked my ex-husband [redacted] to give [redacted] a call and this time he answered the phone. [redacted] calmly proceeded to explain the problem and I can hear [redacted] yelling on the phone. He said “Take me to any toilet court and I will win” and hung up.

Because this problem was immediate, I decided to solve the problem myself by asking the service of a friend named [redacted] who runs a carpet cleaning business called [redacted]. Sunday morning, he vacuumed the bathroom and carpeted hallway and part of family room, and ran a big fan to dry the carpet the entire day. There was no other activity that day as we were all cleaning up the other house. [redacted] didn’t install hot water until Monday and we have no washing machines so the water activity that day was very minimal.

When Monday came, my ex-husband [redacted] and I went to the Property Management Office to personally hope that communication would be much better and more civil. We spoke to [redacted], but we were immediately told that they will go by what their maintenance manager has told them and that to log in to their portal to open up a work order. [redacted] also said that they do frequent inspections at this property, and for this toilet to clog like this, is caused by us. I understand this is such a freaky situation. Who would notice that a cap at the front yard would be missing and that rocks have accumulated in the pipe during the time that this house was vacant and how such a small and somehow insignificant item would cause so much damage. Needless to say we just moved in and we never saw this coming, how much more the management. They must have overlooked this during their regular inspections.

The same day, Monday, while we were out, my mom at home called that the flooding started again while washing the dishes, I called [redacted], who actually took more than an hour to arrive as we also sought the help of [redacted], who was there in no time and started vacuuming again the entire same spot. After which [redacted] started investigating what's causing it since no one used this bathroom and it was only my mom washing dishes. [redacted] suspected that the main water line was clogged; he then asked me where it’s located? I wasn’t sure so we headed up to the front yard and there we discovered that out of two pipes, one was missing a cap and that particular pipe was covered with rocks. He suctioned the rocks which was about three feet deep. Once all the rocks and debris were pulled out, he then asked us to flush the toilets, turn on water sinks and tubs. I can hear the water flowing from underneath the pipe and felt relieved that the clogging was resolved. [redacted] volunteered to speak with [redacted] who was on his way to the house. [redacted] explained to him what we discovered and [redacted] also told [redacted] to replace the cap that was missing.

I took a video of the entire incident just for the record. [redacted] arrived after [redacted] left and watched the video and called me later that day that RPM would not deal with me and for him to refund [redacted] who fixed my carpet.

This is not only about this particular ordeal that I’m reporting this matter. This is about the code of ethics unbecoming of people hired to be of service to the tenants. They surely lack customer service skills required of their job. I hope they stop behaving the way they did, as they seemed to have gotten away with rudeness and apathy towards tenants for a long time. To completely shut me off is indicative of how unprofessional they handle the situation. As irritating as it might seem to them, they need to make a thorough investigation before taking the word of maintenance people they hire. I have talked to the neighbors since this incident occurred and they mentioned that tenants come and go at this property and longest occupant they have seen was 6 months. This is clearly an indication that something is wrong with RPM. I have also checked all the complaints online about RPM west valley and the complaints can streamline to mine.

Lastly, since the flooded carpet is contaminated with sewage water, we would like that area replaced. However, I realized what I got into, a business company who will make life miserable, who completely shut me off and according to the complaints I read online, will dry us up financially. I don't know who to tell this problem, that's why I'm sending this to Revdex.com so that no tenants will make this mistake that I did aside from previous tenants.

I already have a copy of the lease agreement and this whole issue is about customer service and communication. The representative was very rude when she called back and there is no reason for her to be so rude. As far as communication I called then I was told to put a request via online and I did. When I summited the report online there is a part that says to put my phone number (anyone would assume is to be called back). I did see your email that was sent to me 2+ weeks later when the rude representative told me to check my spam email. Sure the email that you state was on the spam email. None of these procedures are on your lease agreement and this procedures that you expect people to know should be told by the leasing agents and not assume everyone knows them.
 
Why ask for a phone number on your portal only to send an mail for me to call and in my case the email went to my spam folder so I never knew I had to call (not that uncommon). Also prior to putting the order I call and none of these was explain on the phone.

In response to the compliant:1. Unfortunately for 2015 , the Arizona Department of Revenue has changed the procedures for filing TPT taxes for certain cities within Maricopa County and one of those cities is El Mirage.  As  result,...

most property management companies aren't offering to file the taxes for the property owner thereby making the property owner file them on their own. RPM is offering our clients the option to either file them on their own or to have RPM file them for an additional cost.  In conclusion, if Mr. [redacted] doesn't want to pay our monthly filing fee he can file them on his own.2. Regarding the carpet, Mr. [redacted] approved our estimate for installing new carpet in his property (we have attached our online portal showing he approved).  Mr. [redacted] used his own vendor for other working at the property so if he had concerns with our estimate for the new carpet we have no idea why he approved the work.3. We rented Mr. [redacted]'s property is 15 days and we are uploading an email from him dated Feb 27, 2015 in which he says he is happy with the work of the broker's [redacted] and our Leasing Agent [redacted] however his Revdex.com complaint states that the problem began on February 13, 2015.  Additionally, in the email dated Feb 27, 2015 Mr. [redacted] is complaining about "paying" for management fees for the month of February however per his executed management agreement page 3 the management fee is MONTHLY.4. Lastly we are uploading an email that Mr. [redacted] sent to his previous property manager when he decided to cancel services with them to switch to RPM.  As you can see Mr. [redacted] also had an issue with them and threatened that "he forwarded a compliant to the Arizona Department of Real Estate" and you will notice that the broker of that property management responded by saying "we are delighted to sever this agreement with you."In conclusion, it appears that Mr. [redacted] will not be happy with anyone's property management services including ours.  As a result, he can choose to terminate his contract early as per page 4 and pay early termination fees.RPM Mgmt Team

[redacted] is upset that they were charged a $60 trip charge for calling ordering maintenance that was not needed. This falls into the same category as a tenant causing a repair to be needed. Per section 15 "If necessary repairs are caused by the Lessee, based on the judgment of the maintenance...

personnel, such repairs are to be paid for by the Lessee." Calling in a cracked bath tub for maintenance to go to the property and only to find a small superficial crack is not any different from calling in a " broken garbage disposal" that is clogged with pop corn kernels. If the tenant had called in stated there is drywall damage and that that was a small crack in the shower that could be causing the damage that would have been different. After the tub was checked the tenant continued to resided in the home for another 10 months without any issues from the small superficial crack which is again why they were charged. Therefore they will not be issued a refund.

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.In regards to the decline of reimbursement for utilities. We are fully aware we are responsible for the standard cost of our utilities. However, Given that Real Property Management and or owners of the home are under contract to maintain and care for the pool and had FAILED TO DO SO -Therefore resulted in us having an extreme water bill cost from draining and refilling the pool..We feel they are responsible to pay the additional cost given they advised we are not allowed to care for the pool ourselves. Any results from the lack of maintenance should be on the company and not ourselves.  We will still be expecting the difference they are responsible for of $150.54Going forward Real Property Management has charged us for lawn maintenance of $165.00. The inspection was done 2 weeks after move out and we had hired professional landscapers on August 27th, 2014 to complete maintenance of all grass, trees, shrubs and bushes on the premises just 3 days prior to our move-out. Attached is a copy of the receipt.It is not our fault they waited a long period of time to complete the inspection after move out. The grass of course will be grown and in need of mowing. We will still be requesting the refund of charges $165.00.Real Property Management has also left us responsible for removing all items and furniture in the home which we did. However they charged us $70.00... EVERYTHING that was left in the closets and hallways were that of the owners. (paper towel holder, 2 Night stands, Shoe Rack, 1 dresser, baking tray in oven and packages addressed to the owners.  The move out list the company had just provided as their response marks many additional invalid maintenance checks that were there at the time of move in: *Cameras and speakers never worked, speakers blew off during storm and were placed in garage. *Hole on patio wall was from owners previous outdoor TV that they removed. *New filters were in fact replaced by us and left in home.*Marks on garage floor were there prior*NO DOOR STOPPERS EVER EXISTED- picture to prove. *All light bulbs were replaced except the 4 non working which was presented to the inspector during the 6 month inspection. *Side gate key was returned..?                                                                                                                                                                                                        We should at least be entitled to what is lawfully right given proof provided of the additional $385.54. Additional pictures of furniture left in the home, No door stoppers, and proof of false charges can also be provided.Regards,

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,

I have to mention the exceptional job RPM West Valley has done with my properties in Phoenix. I have owned 12 properties in three different states for ten years so it is unavoidable to have tenants that can't pay or need to be evicted. When this has happened in the past, the eviction process has been drawn out and the house is usually in a poor condition and it takes a couple months to get it rented again. So in past instances with other companies, almost four months with no income plus significant repairs at the properties. RPM West Valley has been different in their handling of this problem. Recently, one of the tenants at a property they manage for us lost their job and could not pay the rent. They were able to get the tenants to turn in the keys and sign an agreement to pay what the rent would have been between the time they moved out and the property was re-rented (since they were breaking the lease.) I was able to get my property re-rented quickly and the rent money I lost while the property was vacant was repaid. They went above and beyond and it saved me a good deal of money.

It is unfortunate that not every applicant can be approved. It seems that Mrs. [redacted] is just focusing on the 1 item on the turn down which was unable to verify income in Arizona. There were additional reasons listed on the turn down letter that was sent including the very concerning fact that they left property damage at a previous rental. They also had serious credit delinquencies that resulted in bankruptcy, with several new collections occurring after the bankruptcy was discharged. They have recent late payments on current open and active credit trade-lines. There was not any deception on our part. The application fee is non-refundable as the application was fully processed and the home owner opted not to proceed given the previous property damage left with [redacted] Property Partners, negative credit history and income issues.

Ms. [redacted], Was advised on March 10, 2014 and on April 28, 2014 in writing that her executed lease agreement didn't expire until May 31, 2014 and that she is responsible for full rent payment for the month of May 2014.

I got your notice today regarding Complaint ID #  [redacted] and I am sorry I thought I had responded. We are willing to offer to mail back the $8.50 certified mail if that will be acceptable.

 

Thank you,

 

 

Real Property Mgmt - West  Valley

O: ###-###-####

F: ###-###-####

[redacted]@rpmwvphoenix.com

I currently have 2 properties which are managed by RPM West valley (last 2 years). They have done a good job with finding tenants quickly. I usually don't hear from them and just get the check every month but recently my A/C Unit broke down and needed to be replaced. The quote they gave me was way less than what I was quoted after making a couple of outside calls. I appreciate them trying to keep the maintenance costs down. So far so good.