Real Property Management West Valley

Review: I have been living in a residence in [redacted] through Real Property Management for over a year now. I have had a few issues with them throughout my term but nothing major. When the time came to renew my lease I initially signed a 6 month agreement. I sent in the document and RPM responded letting me know the document was not legible and I needed to send in a clear contract. At that time I changed my mind and set in a month to month agreement. I then contacted their company to make sure they received the document and that it was legible. I also spoke with them to go over the terms to make sure everything remained the same. At that time I was told everything would be updated in their system. I went on making the payment for a month to month agreement because that was my understanding. Recently I contacted RPM to see what I needed to do before I chose to move out. They then tell me I am currently under a six month lease. I asked how that was possible because the documents were sent in for a month to month. I also spoke with one of their representatives who assured me it was in place. In my tenant portal I go to look at the renewal documents. They posted the document I originally signed (six month lease) which is not legible and above it is their blank original copy of the same document unsigned. I then go back and forth with them asking if this can be switched and they tell me they can't do anything. The whole time I have been paying the rate for a month to month lease and now noticed there is a credit. I let them know I am willing sign a month to month contract and send it back in. In the documents that were sent to me, as well as my original lease it reads if I do not choose a new lease agreement it will automatically change to month to month. If the document I sent in is not legible at all how is it that they have a legal contract to hold me to a six month lease? I just feel as if this could be an easy fix considering the owner gave me three options to renew my contract 12 months, 6 months or month to month. Also when I conversed via email with one of the representatives through my portal they gave me short answers and eventually told me the case was closed. I felt they were very rude and we not concerned or helpful with my issue at all. They are attempting to hold me with a document that is not legal. All they want is their confirmed 6 months paychecks. I will have to pursue legal action if this is not corrected. It is not right!Desired Settlement: I simply want my lease changed to what I was originally told it was supposed to be. Which is a month to month contract.

Business

Response:

[redacted] is aware the her lease has been renewed. The executed of the renewal has been uploaded to her online system since November 18, 2014. You can see in the print out uploaded from the system along with print out of Tenant portal that shows that [redacted] had access at her legal lease end date.

Review: My fiancé and I were looking for a bigger home to rent. I have a 3 bedroom home right now and my fiancé lives in an apartment. My lease is up the first of October and we told the Agent named [redacted] that my fiancé’s lease is up in November we asked [redacted] if that would be a problem and she said no because it was so close. [redacted] showed us a home that we loved and we applied for it. The application cost 50$. Yesterday [redacted] e-mailed my fiancé this : "[redacted], unfortunately your application for Cordes was not approved due to: Delinquent past/present rental obligations and other credit obligations. All decisions are final. " I called [redacted] yesterday to inquire about the e-mail she did not answer so I left a message for her to call me back at the earliest of her convenience. I never got a call back and 24 hours had passed, therefore I call her again today and this time she answered. This is what was said:

Me: Good afternoon [redacted], this is [redacted] I wanted to ask you if you could please tell me why our application got denied?

[redacted]: I sent [redacted] an e-mail about it yesterday and I'm not at the office to look at your file.

Me: Could you please give me a call back when you get back to the office because I have questions about the e-mail.

[redacted] is in another lease that is not up until November. So she can’t get into another lease.

Me: Before we applied for the house we asked you if that would be a problem and you had said no, if it would of been, we would of never applied.

[redacted]: I always tell everyone we can only do a 30 day hold, and there are other things on her credit that was concerning.

Me: But your telling me we got denied because she was in another lease. We were not asking for a hold we need to move in as soon as possible.

[redacted]: I'm almost at another property right not so I will have to let you go.

Me: okay can you still call *line went dead*

My problem is that she knew my fiancé was in another lease and told us it would not be a problem, if she had told us it might be we would have never applied for the home. I feel like she just told me it would not be a problem just so she can take the 50$ fee. knowing that we would get denied. Also her customer service is awful, she did not only hang up on me. She was speaking to me in a condescending tone. My fiancé and I talked about her condescending tone but we decided we would tolerate it because we really wanted that home. We even wondered if she had something against same sex couples. But my fiancé and I decided on maybe she was just having a bad day. When she hung up on me today I felt as though it was the last straw. I want everyone to know about the poor customer service my fiancé and I received, and that I would not recommend them to any of my friends or family.Desired Settlement: I would like a full refund of my 50$ because the agent was aware of my fiance being in a lease until November before we applied.

Review: I hired Real Property Management West (RPMW) in Feb of 2007 to manage my property. I added the additional service of quarterly inspections to be performed by RPMW at an additional quarterly cost. As part of this service, RPMW was to inform me of the condition of the property and of any damage to the property.

Over the life of my contract with RPMW, I received my quarterly inspection report. However each time RPMW sent me my inspection report (with a couple minor exceptions), everything was signed off as okay. Over the time period that RPMW was supposedly inspecting the property, RPMW failed to inform me of several extremely large issues that lead to significant damage to the property. The issues that were not reported in the quarterly inspection report include, but are not limited to:

House was completely re-painted in a haphazard way, without our authorization. Blobs of paint dripped on the carpet in multiple areas. Outlets were all painted over

Wallpaper was added to master bathroom without authorization

Wood laminate was added on top of the vinyl flooring in kitchen and installed improperly, without authorization

Window panes were painted over in the master bedroom without authorization.

Windows were spray painted over in the secondary bedrooms without authorization.

Pond was created in backyard without authorization

Dog was tied up to outdoor faucet causing stucco and pipe damage that was never reported

Multiple other issues

Additionally, RPMW did inform us of the below issues in the quarterly inspection report, however, RPMW claimed the issues were fixed, when in fact they weren’t:

Sliding door was never fixed despite RPMW stating the tenant had replaced the door.

Tenant replaced carpet in one of the bedrooms with tile. RPMW did not inform us of the flooring switch. We had to reach out to confirm. We requested that flooring be corrected to original carpet. RPMW said they obliged and took pictures.However, the carpet was replaced with a different carpet typeDesired Settlement: As Real Property Management West failed to reliably perform the service over the ~8 year period that I paid for said service, I am requesting a complete refund of payments made for the quarterly inspection service. The amount totals to $1,215.

Business

Response:

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.

Consumer

Response:

The information that RPM has provided is factually incomplete and missing full context. It is true that the tenant was served many notices. However, at multiple recommendation of RPM, we did not evict. It is also true that pictures were uploaded and shared with me, but no issues were identified and called out. The majority of reports were signed off with no indication that there were any issues. Regarding the pet, RPM called and told me that the 2nd pet was to replace the first pet, which was old and passing away. Therefore, I approved the 2nd pet and no security deposit since it was ‘replacing’ the first pet. They said they would continue to monitor to ensure there is only 1 pet. (see attachment for RPM response, point #1) In regards to the carpet, we identified that flooring was installed in another bedroom, not RPM. RPM guaranteed that no other modifications were made in the house and confirmed that the tenant replaced the vinyl wood with carpet and sent pictures of a new carpet. The pictures looked like the carpet was similar model/make, but this was inaccurate. (attachment point #2) Regarding the Arcadia door, the tenant actually did not replace the door even though RPM confirmed that they did. The pictures sent to us indicated a new door. However, when our contract with Real Property ended and we inspected the property, the door was inoperable and had to be fully replaced. We believe the tenant supplied inaccurate pictures to RPM and that RPM did not actually go into the home to inspect that the door had been replaced. (attachment point #3). We discovered more issues (listed below) when the tenant moved out and when we had our new property manager conduct a thorough inspection. As in the original complaint, the additional items that RPM never informed us about over the years (among others) which RPM hasn’t addressed in their response are in the attachment (point #4)

Review: Inspections done by Pierre during move in, during occupancy, and move out are conducted in an unsatisfactory manner. After we re-inspected his summary of findings we as owners were very disappointed in his lack of attention to detail to damages and various discrepancies he defends are not RPM's responsibility because he failed to address the issues before releasing the tenants out of the contract. There is a long list of RPM discrepancies they refuse to take responsibility for. As out of state owners serving in the military, we are disappointed with there handling of our property and we feel they take advantage of out of state owners that cannot inspect their management practices.Desired Settlement: repair the drip system damaged by the initial tenants and their unauthorized pets, inspect property thoroughly, replace missing hardware, reimburse for damaged dishwasher left by tenant, reimburse us for painting rooms RPM denies that we painted before tenant moved in, repair large hole in the wall from unauthorized cable running, reimburse for trees, shrubs and plants. Take responsibility for their actions , look out for the best interest of the property owner.

Business

Response:

To whom it may concern: There was recently a dispute regarding the previous tenant responsibilities versus owner responsibilities, and normal wear and tear in terms of repairs needed while a property is tenant occupied. After some back and forth on March 18 and 19th 2015 on our online system Mr. [redacted] was not happy with Real Property Managements determination. On Friday March 20, 2015 Mr. [redacted] and I spoke directly over the phone on where we both established our concerns and came to a mutual understanding of the situation and how it can be addressed. The issue was resolved then. Sincerely, [redacted]

Review: Have not repaired leaking dishwasher since day one of move-in inspection. 1 year

Have not repaired the leaking water pipe on the front irrigation system. 4 months

05/04/2015 - Charging us a late fee for rent that was submitted after a weekend which they were closed, pressured wife into paying $54.95 they say we still owe $85.00, (See notes)

06/02/2015 - Arrived at RPM’s office to discuss fees. The manager would not stop the verbal badgering to discuss what my concerns are about the fees. She attempted to take a folder from my hand because she wanted to know what I had. I raised my hand above my head preventing her from reaching it. I asked her to get a copy of the lease from her files so we could ensure we are both looking at the same thing when talking about it.

06/04/2015 - Charging us a $25 fee for an HOA parking violation that was found not to be our vehicles and HOA dismissed the charge but RPM is still charging violation $25 fee.

09/17/2015 – reported to RPM, wind damage to outside gazebo. RPM response is, “You are responsible for repairs.

11/11/2015 - Received notice of inspection 3:40pm 11/11/2015 via email, inspector arrived 08:45 am 11/12/2015. He came in starting the inspection first in the big garage than he came into the living room and started taking pictures of our television. I asked what he was doing and his reply is that he needs to take pictures of our items for the inspection. I stopped him. I explained you either take that camera and put it in your vehicle before you finish the inspection or you need to leave. I explained to him he will not be taking pictures of our personal possessions. He refused to not take pictures, he said he does this at all inspections. I explained to him it was not agreed to in the lease and he will not be taking pictures of our personal items. So he left the house. Now they are attempting to collect $60.00 for “Not letting the inspector do the inspection”.

11/30/2015 – emailed the lease renewal to RPDesired Settlement: Repair of the 3 broken items and a discussion with someone other than the two women mentioned. (Amanda and Lydia). Every time my wife or I receive a call from the two women, they are argumentative and threatening us about not renewing the lease and how its to late to give notice.

Review: My property management company RPM West Valley just informed me they want to charge me now $12.50 monthly fee to administer the TPT for a property I own in [redacted].

I just started with RPM West Valley 4 months ago. In more than one of their emails, says clearly details this is included my package. They knew well in advance of the changes. furthermore they sent me the paperwork twice, again this week, with covering letter to fill out including my signature to administer. TPT.... NO MENTION AGAIN of this $12.50 FEE... they just sprung up with me today in a end of day/week message.. I have had other issues, my emails from a couple of months ago not answered by broker despite in her recent written presentation she provides the "industry fastest response time." By far the worst ever experience with full of surprises for us!

RPM West Valley provided me for replacement carpet In quote - , no color, warranty details, sample etc and this person was really short and rude to my spouse when she asked him questions about carpet quote. Follow up was incomplete. We expressed this to the broker but she said she was to busy to take care of our concerns, somebody will get back to us because she is busy with 800 homes. We want sample, warranty, manufacturer specs They marketed my place with a shot on a dark dreary, rainy day - WoW! I already informed RPM West Valley Phoenix? I will NOT renew after many unresolved issues. In my years I NEVER encountered so many problems, in a short time span.

Important for property owners to really be informed by RPM and their broker and ask allot of questions on fees to owner as well fees to the tenant. I have the above issue in more than one of her emails that I can produce that administering TPT is included and this is still not good enough...A NEW FEE! But when my spouse's first time call, he is short, rude-I did not believe, I called back, same reception on the carpet quote. This changes the relationship despite bringin* up with broker - This is telling and Unacceptable. .Desired Settlement: Honor her contract and not send me on a wild goose chase to send them the documents they request (attached) then ask for $12.50 a month. Provide specifics outlined for carpet replacement. Respond to unanswered emails (2 in February) regarding relationship with their in or is out of house contractor Ownership or RPM West Valley to escalate and further background checks on principles. I could not find window here to download 2 documents to support.

Business

Response:

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

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.RPM has failed to address my complaints. [redacted] of RPM has instead been dismissive and tried to deflect the complaints and make it personal.RE: #1[redacted] knew in advance of the changes to TPT filing prior to me signing as her client on December 15, 2014, with contract to commence on December 31, 2014. In response to my Revdex.com complaint, [redacted] states “most property management companies aren’t offering to file the taxes for the property owner”. We did an informal survey of other higher rated property management companies listed on the Revdex.com site and found the opposite. Where in fact they do the filings with no additional fee.Two supporting documents attached:1/ Email from [redacted] December 8, 20142/ RPM Memo to property owners December 8, 2014. [redacted] knew about TPT filing changes on December 8, 2014 and yet entered into a management agreement with me on December 31, 2014 for a flat $75.00 monthly fee, which included the filing at no cost to the owner. In addition, in an email on December 7, 2014 I stated to [redacted] “be sure to include all fees.”Two Supporting document attached:3/ Management between RPM and [redacted]4/ Email from [redacted] December 7, 2014 and response email from [redacted] December 19, 2014On April 28, 2015 RPM resent the December 8, 2014 owner Memo and requested to complete the forms with no mention of the $12.50 fee to file TPT. On May 1st I was notified that I needed to file the TPT tax on my own for February, March and April. Again, no mention of a $12.50 fee. If the TPT forms were required by March 31, 2015, Why were the February, March taxes not paid? Why did it take until May 1, 2015 to advise me the February and March taxes were not paid? Also why were the February and March taxes disbursed and paid to me in the April disbursement instead of the respective months?It would appear RPM had no intention of paying our TPT taxes as per our contract. Refer to Document 3, which states both Property Manager and Owner must sign an amendment. [redacted], from RPM, informed us by email, on May 2, 2015, that “amendments which rpm can do as long as they are in writing which the tpt charge change was”. [redacted]/ Broker does not follow her own contract and feels that she can super cede Arizona contract law. Refer to Document 9.ADOR/ State of Arizona states that “there are no changes for Residential Rental Property Managers for 2015. Property managers can continue to file tax returns in the same manner they did for each city and ADOR in 2014”. The deadline date for license applications is not March 31, 2015, but June 30, 2015, as per the attached January 2015 ADOR publication.Five Supporting Documents:5/ Owner Notification April 28, 20156/ Accounting email – May 1, 2015 – No TPT fee7/ Second Accounting email -TPT fee - May 1, 20158/ ADOR Publication January 2015 TPT Return9/ Email May 2, 2015 – [redacted] knowingly and willfully secured my property management contract without disclosing fees to administer the newly revised TPT filing. This despite including it in her written proposal.RE: #2Our complaint regarding the carpet was the lack of carpet information (manufacturer, warranty, sample, type, square footage, model number).We requested more information and a sample of the carpet from [redacted], husband of the broker, [redacted], co-owner of "Mainly Maintenance." His quote was unprofessional and lacking detail. We reluctantly approved the work due to time constraints. We also "have no idea why we approved the work." To date, we still have not received any information on this complaint. For all we know it was used carpeting? In the response, [redacted] infers that we discussed the quote with [redacted], but when in fact the communications were with [redacted].Two Supporting Documents:10/ Email to [redacted] Feb 27, 201511/ Mainly Maintenance quotationAs a Broker of RPM, [redacted] failed to disclose that she is also an owner of "Mainly Maintenance". Nor did she disclose her company "Mainly Maintenance" charges $75.00 to do a maintenance quote. This despite asking about any additional fees on December 7, 2014. If we do not use her company, we are charged $75.00, otherwise it is deducted from the bill. Because the rest of the maintenance was too costly, we used our own person. In order to avoid this $75.00 charge we reluctantly had to use her company for some work. Another reason we chose RPM to do the carpet. Basically it is a conflict of interest for a broker/property manager to engage in business of a related nature.While it was easy to deal with [redacted], from RPM, [redacted] from “Mainly Maintenance/RPM” was not helpful. [redacted] stated that we were happy with the work of the broker ([redacted]), my email did not state that.RE: #3 We know the management fee is monthly. RPM did not act in our best interests by starting a tenant rental contract with two days left in February. This resulted in higher costs to us: full monthly property management fee and cost to file the TPT. The tenant’s rent was prorated. Why did RPM not prorate our monthly property management fee? Had we been consulted, if the tenants required early occupancy, they could have had access two days early and rental agreement would commence March 1st.RE: #4[redacted] selectively quoted my previous property management company "we are delighted to sever this agreement with you." She concluded "It appears that Mr. [redacted] will not be happy with anyone's property management services including ours." She failed to include the true reasons why we terminated our four year relationship with our previous property management. It is inappropriate for [redacted] to discuss or disclose information about the former property management company. These issues have nothing to do with the complaints I filed. This is clearly an attempt to discredit my credibility. We want the letter removed from the Revdex.com site. In Summary:1/ RPM misrepresented the property management agreement. (refer to #1)2/ RPM did not disclose their relationship to Mainly Maintenance (refer #2)3/ RPM did not disclose the $75.00 fee associated with performing a maintenance quote.Even after requesting them to list all fees. (refer #2)4/ RPM did not act in our best interests when entering into a tenant agreement. We paid a fee of $300.00 to place a tenant and act in our best interests. (refer #3)5/ RPM did not perform duties outlined in the Property Management contract: They did not pay city TPT taxes, nor did they advise they were not going to do so until May 2015.6/ RPM did not act ethically, nor professionally when uploading our confidential email onto the Revdex.com site, in an attempt to discredit me and shift the focus from the complaints.In conclusion, RPM has misrepresented the property management agreement. On that basis, the contract is voidable. We want an immediate release from our agreement without penalty, a refund of our fees paid to date and our confidential email removed from the Revdex.com site. Regards,[redacted]

Business

Response:

RPM was engaged to manage Mr [redacted] home which is currently under management we are complying with the terms of the contract. We have leased the home and continue to manage both the home and tenant. Ultimately as a the property owner, Mr. [redacted] is responsible for paying the city rental tax per the City of El Mirage. As a courtesy RPM sets up the lease so that charge is pasted on to the tenant and then forwarded on to the owner to file the taxes. Since services have been rendered no refunds will be issued. Mr. [redacted] is free to terminate services at anytime during the contract but is subject to an early termination fee or he can terminate when his contract expires at no cost.

Review: I contacted Real Property Management West Valley Office for assistance in renting a home. I spoke with Leasing Agent Mark. Mark aked that my husband and I submit an application on line and pay the $50.00 application fee, that would cover both of us. I would call him before applying and paying the fee because I wanted to know fee details, for example, if pets were allowed in the home, what was the deposit fee for the pets, if there is a processing fee, cleaning fee, if we could see the home before deciding. He insisted that we apply first. He was very short with his answers and did not confirm information with the owner of the house to help me. So my husband went ahead and applied online in the evening, but I didn't apply because Mark told us that the $50 fee would cover both of us, but online it would probably ask for another $50, so I waited for the next day to call Mark. When I finally faxed my application to him, I asked if it were possible to move in to the house by the weekend. He knew we needed to move in no later than the 7th of August or before because the owner contacted him and gave him our contact info. He said that the house would not be ready until the 7th of August if possible, but he could have told me this from the very begginning! He was very rude and told me that if it didn't work for me to go find another house or another company that would work for me. I asked him to please help me and work with me because we were really interested in the house. He said, "no, I told you to go find somebody else" and hung up on me. I requested for a refund of exactly $54.95 for the application fee because he didn't even run the application due to the fact that he still needed my information. Mark told me to contact Pay Lease (1866) PAY-LEASE to get my money back. I called PAY LEASE and was told that they could not give me back the money that it had to be Real Property Management West Phoenix (RPM) to give me back the money. When I call RPM, since they know my number, they send my call directly to an answering machine or keep me on hold forever. This is why I am filing this complaint. I am very frusterated with these people, due to this problem I could not rent a home that was fit for my family's needs, I could not obtain helpfull service, or at least politlyness to let me know that the home would not be available, I wasted time and energy that I would need to search for another home. I don't understand how this leasing agent, Mark, be a person that a home owner or a tenant can trust.Desired Settlement: I would like the total refund of $54.95 including $10.00 spent on faxing documents. I would like all 10 pages with my personal information mailed back to me.

Business

Response:

The [redacted] can request payment back from our third party credit card processor directly as many applicant have done when they decide not proceed with an applicant however; I have requested that Paylease refund the $50 application fee today. It will take 1-3 business days per paylease to refund the $50 to the applicants card. We will not be refunding the applicants cost to fax their application as they choose to pay the $10 faxing fee. All docuements could have been scanned and emailed for delivered to our office. As for the $4.95 processing fee from Paylease they will have to take that up with paylease directly as I do believe that is non-refundable and the prompts when state that when making a payment. I have attached proof that we have requested the refund.

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.

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,

Review: Completely un-professional staff first and foremost. Trying to get ahold of anyone inside the business to resolve issues is a task that requires multiple phone calls and you are forced to speak with the rude/ un-professional front desk assistant.

Company requires quarterly inspections from a very un-professional maintenance man who takes pictures upon arrival including pictures of personal belongings. I felt my space and privacy was compromised as well as the safety of my family.

Upon move out you are informed that anything that is considered "normal wear and tear" will not be charged for. The house was professionally cleaned as well as being professionally landscaped before move out. However, we were charged for weeds, bushes that were dying or dead/ undesirable, slightly dirty base boards, and they required replacement of the stove assembly due to "burn marks" inside of it. Last time I checked you cook with a stove and burn marks are normal wear and tear on an item that heats up to well over 300 degrees. We were charged our full 630.00 deposit and now require an additional 250.00 fee for the above costs they say were accumulated. Their only concern is to completely take advantage of their tenants and over charge during move out.

Business

Response:

As stated in the first page of the lease with [redacted]. RPM is just an agent for the property owner. The move-out was completed by RPM on behalf of the owner. We have included copies of the lease, photos taken at the move-out inspection and a copy of the disposition and invoice. Since the home was new at the time [redacted] moved in the owner decided they [redacted] needed to pay to have all of the landscaping cleaned up and the dead bushes removed. The photos from the move-out inspection clearly show that the landscape clean up was needed and the charge justified. The owner did not charge [redacted] for a cleaning, however [redacted] was charged for replacement of the stove that was new at move-in since the burn marks and stains could not be removed. I have uploaded the photos showing this item. As RPM has no ownership in the home are just acting as the owner agent and advising the tenant of the charges that the home owner requested he be charged.