Real Property Management West Valley

RPM West Valley has managed my property 4 years. I have a property in the [redacted] subdivision. They placed a great tenant three years ago and were able to do the routine things while those tenants lived there. However, this last month, they really helped me out. I got a letter form the HOA that I needed to repaint my house. Rather than just tell me I needed to do it and give me a bid, they had experience enough to let me know that this HOA was getting challenged and with the condition of my property I shouldn't just accept it. So I appealed to the HOA and won. Then, they leased my property within one week. Very happy with them right now.

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.

Let’s begin by clarifying a few things.  First, the tenants have paid their rent on time – but this is not due to RPM working “diligently”.  RPM should not take credit simply because people pay their monthly obligations.  Since RPM brought up the issue about the tenants moving out during their lease, let’s clarify a few things: I turned the utilities back on and then I had to inform RPM that the tenants had moved back into the home.  I sent RPM a copy of the water bill and requested that the fees I paid during the time the tenants were living in the home (unknown to RPM) be added to the amount due for the month.  RPM was not even aware the tenants moved back into the home.  All RPM did was add the water fee to the amount owed by the tenants, per my request. After moving back into the property, the tenants did NOT complete all repairs noted on the inspection. I was advised that a letter was sent to the tenants and there was no additional follow up after that.  As for the closing package being mailed to me, I cannot understand why RPM is choosing to continue to lie about this situation.  RPM’s explanation is that they mailed my closing package on December 31, 2013, using regular mail (no tracking number) and then two weeks later (after I contact them more than once), their employee goes to the post office and just happens to find my package there?  Does this even sound realistic?  I made arrangements to personally pick up this “lost” package and requested a refund of my $8.50.  My request was denied.  I specifically advised RPM that I would be in that afternoon and that I wanted to see the original package that was “recovered” from the post office. I was not surprised that the envelope had no postage on it.  Now RPM’s response is that they repackaged it.  How convenient.  I am rejecting RPM’s offer to have me come to their office and pick up the $8.50 that they have finally agreed to pay.  I already made arrangements previously to take time off of work so I could pick up my closing package THAT SAME DAY.  I specifically requested a refund of my $8.50 and my request was denied – despite the fact that they couldn't prove they ever mailed it.  I do not feel that it is my responsibility to take more time off work and go back to RPM to pick up money that they owe me.  I have already been there once.  If RPM was truly concerned with doing the right thing, my money would have been refunded that day and this would not even be an issue. I am requesting that RPM mail me my $8.50, and include a tracking number so both parties can be assured that this envelope is not “lost” too.  

Regards,

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

That is the problem. I did not rent from the property owner. I rented from RPM. All dealings have been with RPM. The owner does not even know who I am except for what is on paper. You guys did the walkthrough and submitted documents to the owner. You guys are in the wrong not her. She is an innocent bystandard just like me. Of course she held money from my security deposit because you guys told her I was at fault for things that happened prior to my renting. And I have pictures to prove that. RPM has to take ownership for their mid dealings and not shirk them to the owner. 

Regards,

I am so happy that I found RPM West Valley for managing my Phoenix rental property! From the very first call they were very responsive, informative and professional! I decided to give RPM the ongoing Management of the home as well as the listing to find a new tenant. Let me start out by saying that I am a "needy client", I like to be kept updated and I like to see things progressing without delays. I dealt mainly with Sara and she was extremely polite, responsive to all of my Emails and calls. The condo was inspected and photographed and listed within a few days. To my surprise and delight, within 10 days I had a new tenant and a 1 yr lease. Everything went so smooth I honestly can't praise and recommend them enough for a job very well done! I look forward to a long "profitable" business relationship with RPM.

I have reviewed the response made by the business in reference to complaint ID [redacted], and have determined that this proposed action would not resolve my complaint.  For your reference, details of the offer I reviewed appear below.I request to have the $4.95 plus the $10.00 I spent on faxing over my documents to Real Property Management West Valley (RPM).  I contacted PAYLEASE Per Mark's request to do so, and I was told that only RPM could refund the money to me.  I do not see why RPM could not refund the total amount.  I also request the refund of $10.00 for faxing over my documents because Mark requested that I send them via fax for faster service and it was until I had already faxed them that Mark told me that the home for rent would not be ready and that he could not have all his paperwork done before the 7th of August if possible.  Leasing Agent Mark had been informed by the owner of the home before hand that we would need the home by the 7th or before.  Mark was not professional enough to prepare himself or to inform the owner or myself that he would not be able to work as fast until the last moment.  This is why I request a complete refund.

Regards,

I have two homes in [redacted] and RPM West Valley has done a great job at managing both of them. I have one that has a difficult late paying tenant and the are always on top of the tenant and keep in loop. My other property has had a great tenant in the home for 3 years now and they have always kept the tenant happy and on a lease which is great for me!

We began using RPM a number of years ago, through the recommendation of another property owner, after a series of unfortunate tenant experiences. Not only have we had virtually no difficulties but also have had very little time with vacancies. Since then, as we have purchased more properties that they are managing. Our agent [redacted], is a delight to work with, communicative, responsive, quick to find great tenants, and keep us well informed of any developments with our properties. Also, we have happily referred RPM to friends.

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.[redacted] and I arrived 5 mins late due to traffic, and although they are saying that the agent had another house call to attend. He stayed at the property for almost an hour while we waited on the phone with [redacted] and then on the phone with Real Property Management to try and trouble shoot and resolve this issue. He did not leave the property until about 330. Which would have been more than enough time to do the walk through but they refused to do it due to no electricity at the premises.  I was specifically told that we were charged to reschedule not for being late but because there was no electricity at the the residence, which again was an issue caused by some of the copper being stolen from the property and was the property managements fault not ours there was no electricity at the time of inspection.  In addition my concern is more so for my safety, this company has been nothing but unfair and manipulating and I know they will lie, cheat, and manipulate to hold onto what ever money they can. I at this point am concerned more about the possibility of a cheap and faulty job this company may have done in order to save money on the repairs at the premises and I am looking for some kind of second look over to confirm that the work is up to code. 

Regards,[redacted]

Ms. [redacted] had a section 8 tenant renting her property for 8 years.  Each year her property successfully passed a Section 8 inspection meaning “the property complied with Housing Quality Standards & Local City Codes”.  Additionally, Real Property Management (“RPM”) performed periodic...

inspections in which the photos taken were forwarded onto Ms. [redacted] for review.  The tenant was often served with 14 day, 10 day notices of non-compliance as well as letters for minor items that needed to be addressed in the property.  Unfortunately, Ms. [redacted] often times decided not to follow through with the 10 and 14 day compliance notices.  For example, in November 2014 the tenant was issued a 10 day notice for an unauthorized pet in the property.  At the conclusion of the 10 days, the tenant hadn’t complied by removing the unauthorized pet or paying a security deposit.  At that time we reached out to Ms. [redacted] with the option to evict the tenant based on the non-compliance and Ms. [redacted] opted not to evict and to let the unauthorized pet remain in the home without a security deposit.  On a different occasion, the tenant failed to comply with a 14 day notice. Again we reached to Ms. [redacted] to have her follow through by repairing the items needed on the 14 day, then charging the tenant for the repairs and having RPM’s in house collections department work in an effort to get her reimbursed.  After thoroughly reviewing this option along with the purpose of a 14 and 10 day notice, RPM did not receive any directive from Ms. [redacted].  As a result of both of these items, the tenant learned that the Ms. [redacted] wasn’t going to stand by the notices that RPM issued.  Furthermore, RPM was able to get the tenant to comply with two additional 14 day notices to replace carpet in one room and replace the Arcadia door.  In conclusion, the periodic inspection work was completed therefore no refund will be issued.

We just closed on a property in Anthem and live out of the country. We did our homework and were in touch with a lot of different property management companies but we went with RPM because of Lisa's professionalism and patience in answering our millions of questions. Also, Lydia went out to the property quickly after she got the keys and gave us an estimate for the minor items needed. We are happy that we selected RPM!

I am an owner and have used RPM West Valley for the last 5 years. My two properties in Avondale have been occupied consistently with very little effort on my part and that is because they have the process down. They have been very consistent with everything so I know exactly what to expect regarding my check, getting maintenance done and what needs to be done when it comes time to get a new tenant in place. I like how they handle getting a new tenant in place because I know I will be getting a tenant with a good background and will be qualified to the standards I want. Mark and Abbie are also really helpful and they understand what the best rental pricing in Avondale is

RPM West Valley manages all 10 of my properties in the West valley (3 in [redacted], 4 in [redacted] and 3 in [redacted]). I have been impressed from the day I met with them 2 years ago. They handle my maintenance problems quickly and get the vacant properties rented faster than I thought could be possible. I may the happiest with their ability to get the rent collected and get the tenants that can't pay out quickly. Thank You RPM West Valley!

WHERE TO BEGIN- as a property owner I WOULD STRONGLY urge you to reconsider signing with this company. Your property will never be the same! They rented our home to a single mom, 3 children, (which later was changed to 4 children) then proceeded to move her boyfriend in with his 4 children and then later even, 2-3 college aged children also moved in. All of this happening in a 3 bedroom home in which RPM supposedly was doing a quarterly inspection which we were paying for and no one ever noted excess bunk beds. We also were charged almost every other month for some time of repair to toilets which were brand new when they moved in. THIS IS THE WORST COMPANY EVER!! We paid over $8,000 to put this property back into the shape it was when we signed with them. We had to replace all carpet which was new when the tenant moved in 1.5 yrs prior. There were numerous, multiple urine stains in a home which had no pets. On their move-in all new paint. On their move out, the walls had layers of dirt, grim. When we took a gentleman from another management company and a realtor into the home with us, she said don't you think if you knew the owners were coming you would have cleaned the place? He said, they think they did! AGAIN, WORST COMPANY MANAGEMENT EVER--RECONSIDER, you will be very thankful you did.

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.

RPM West Valley has never given me the option to speak directly with the onwner nor has given me any information on how to contact said person. 

Regards,

Per all of our listings. The application fee is non-refundable and unfortunately the applicant did not qualify for the home.

I allowed RPM West Valley to rent out my house, ok service for the first few months, unprofessional service and communication several months into the lease, tenants moved out and they never let me know, when I found out the nightmare began, I would never recommend this company.

I've had a rental property in Buckeye. RPM placed good tenants a while back. Unfortunately, they lost their job and could not fulfill their lease, but RPM got them to turn the keys in and set them up on a payment plan. I was then able to get the property rent ready and the prior tenants have already made a payment on the payment plan. I own properties in several cities and states and this is the best result that has happened in a situation like this. Other companies have basically told me I am out of luck when this happens and the tenant then lives for free for a couple of months costing me time and money before they are evicted at my expense.

We are very surprised by this complaint made by Ms. [redacted]’s, especially the comments regarding our lack of customer service and communication. Prior to her termination of services our staff worked diligently to get the rent payments from her tenant that have moved out during their lease of...

the home and turned off the utilities. In the end the tenant moved back into the home to fulfill the lease completed repairs of damages noted during an inspection and Ms. [redacted] was reimbursed for utilities cost that she incurred during the time she had to turn the utilities on. 

Ms. [redacted]’s closing package was mailed on December 31st. We were very surprised when she contacted our office stating she had not received the package. Our staff called the post office and travelled to post office in an attempt to locate the package. They were able to locate the package at a local post office. The package was returned to our office and then repackaged to be mailed with a tracking receipt which is why there was no postage on the envelope that Ms. [redacted] picked up. If Ms. [redacted] would like a refund of the mailing fee she can come to our office and pick up the $8.50.

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.

Review: The reason for my complaint for unethical behavior and actions. My partner and I just recently signed on a lease with Real Property Management. Prior to moving in we were supposed to do a walkthrough of the house which was supposed to occur on November 21, 2014. My partner and I took time off work to meet up with the inspector only to find out there was no electricity on at the property. During that time we called [redacted] to confirm the electricity was active and they confirmed there was electricity to the house. We let the inspector know and he refused to do the walk thru because there was no electricity we explained to him [redacted] confirmed there was electricity and that it was something on their end he in turn stated "that's impossible because it was on the last time I was here" we called the property manager explained to her that we just spoke with [redacted] the electric company and they confirmed there was electricity and it was something on the properties end she also commented that "they require all properties to have power and water and that it was not on their end and that we needed to contact and deal with [redacted] directly". I was told that because there was no electricity then we could not do the walk through and it had to be rescheduled and if we wanted to reschedule that we would be required to pay 60 dollars to do so or we reject the walk thru. So we were forced to pay a fee in fear that we would be held responsible for something we didn't do or cause. Come Monday November 24 which was the day we rescheduled the walk thru, there was still no electricity and yet this time they were willing to do the walk thru, again we spoke to [redacted] and they confirmed yet again there was electricity going to the house. It wasn't until we started threatening legal action did they agree to have someone come out to check the electrical, just to find out that all the copper had been stolen from the attic and that the ac unit out back also had damage to the copper. I consulted a lawyer who referred me to the Neighborhood Services Department. I was told that I should not have been charged a rescheduling fee to do a walk thru when the electrical issue was not our fault. When I brought this to the property management's attention she said that she would not refund me because the electricity was not under our name at the time of the initial inspections I let her know that it had been in the middle of a transfer and even then that was not the reason electricity was not at the property it was because of their failure to check the property thoroughly before renting out the property. She refused and continues to refuse to reimburse me for charges I feel like I should not be responsible for. In addition to this it wasn't until I served them with a 5 day notice as advised by my attorney did they decide to make this a priority to fix the electrical issues. I explained that legally they were required to fix the AC as well the property manager stated to me on a call “That because it is not a state of emergency that it is not a priority or requirement". I had to send her the ars laws for tenant and landlord act in addition to explaining that I have two young kids who have health issues and currently at this time it gets really cold at night, for her to set up a tech call. I also noticed on the portal that I submitted a request for the AC and she immediately deleted it, I’m assuming because she knew she wouldn't be able to get the order completed within the 5 days. She states in the conversation that she would have someone out on Monday December 1 but the order wasn't completed until Tuesday December 2. Which I have no problem with now that the issues have been corrected but what I have an issue with is that they blatantly ignored these serious matters until they were threatened with legal action. They were rude and uncooperative, and charged me for fees for something I had no control over. In addition to this during the beginning of this process they request that I take additional time off work to let people in and out of the house even though they had a set of keys and were aware of the issues and were given verbal permission to handle the matters as needed. It wasn't until they asked me to wait at the property to collect a police report for them did I finally tell them I cannot just be taking time off work to do their leg work and that these issues were there before we signed the lease and this was not our fault and responsibility and that going forward they would need to handle these matters. Now that the electrical and AC issue are fixed, I am concerned with the work that was done because now there is an electrical box in the attack along with highly flammable insulation and I am concerned for my families and my health and safety. When I spoke to the electrician about what needs to be done he said a job like that would require a min of 3 days, these property management got it fixed in a day which concerns me. I am wondering if they just did a faulty job just to save time and money. I am afraid to ask for an inspection just to make sure it complies with current building codes and standards, because of the treatment we have received from Real Property Management West Valley.Desired Settlement: I would like to have the electrical fix looked over by another professional licensed electrician along with confirmation that the fix is up to [redacted] standards and that me and my family are safe and that the job was not a faulty one.

Business

Response:

We are very sorry to hear that [redacted] are not happy with how the unfortunate situation occurred. All RPM staff followed protocol for their move-in inspection. [redacted] had a scheduled move-in for Friday November 21st at 2:30. Unfortunately, they did not show up to the 2:30 appointment. By the time they did show up it was too late to complete the inspection as the inspector needed to get to the next appointment so he had left. As stated in the lease I have uploaded the tenant would pay a $45 re-scheduling fee if they would like to have another appointment to complete the move-in inspection or their other option is to come into the office and sign off on the move-in inspection. This information can be found on the last page of the lease under the move-in instructions. We took several phone calls from [redacted] and all staff were polite and courteous to get all of the issues with the break in and move-in resolved. As you can see the move-in was rescheduled and completed with tenant on Monday November 24th, 2014.

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.[redacted] and I arrived 5 mins late due to traffic, and although they are saying that the agent had another house call to attend. He stayed at the property for almost an hour while we waited on the phone with [redacted] and then on the phone with Real Property Management to try and trouble shoot and resolve this issue. He did not leave the property until about 330. Which would have been more than enough time to do the walk through but they refused to do it due to no electricity at the premises. I was specifically told that we were charged to reschedule not for being late but because there was no electricity at the the residence, which again was an issue caused by some of the copper being stolen from the property and was the property managements fault not ours there was no electricity at the time of inspection. In addition my concern is more so for my safety, this company has been nothing but unfair and manipulating and I know they will lie, cheat, and manipulate to hold onto what ever money they can. I at this point am concerned more about the possibility of a cheap and faulty job this company may have done in order to save money on the repairs at the premises and I am looking for some kind of second look over to confirm that the work is up to code.

Regards,

Business

Response:

The legally titled property owners of the subject property located at [redacted] have determined that the repairs were done in a professional manner by licensed contractors and as such will not be paying for additional contractors to review the work.