Renters Warehouse

[redacted] with Renters Warehouse did an amazing job communicating with me and finding a tenant. He was very punctual on our first meeting, addressed my concerns and answered my questions. He took the necessary pictures for the listing and were up in a couple hours. Three days later he had a list of prospective tenants I could choose from and had everything settled within the week. He was very professional and communicated every step of the way and I couldn't be happier with his service.

Very, very happy! Renters Warehouse is great!

Rae provided prompt, professional, courteous service in finding, handling and completing the rent process of my home. Thank you.

I searched several rental agencies before choosing Renters Warehouse. Michael R** assisted me in the process and was very professional in the process and made the decision very easy. I was amazed how fast Michael R** was able to list and close on a renter in only a few days. All of my questions were answered in a timely manner.

Thank You Michael R** and Renters Warehouse

[redacted].

Philip H[redacted] was a pleasure to work with, and we would recommend him to friends and colleagues. We moved to Phoenix after being overseas for several years, and his patience, flexibility, and efficiency ensured that we secured our rental home quickly.

Review: First, we ALWAYS pay our rent on time, and we've never had an issue with any other company that we've dealt with pertaining to rent. I've spoken to numerous representatives, and not one of them has resolved or attempted to resolve my issue. I've left numerous voicemail messages, and I've sent emails, but there isn't one person at this company that has even attempted to call or email me back. We received an email (after our grace period) stating that our payment came back as insufficient funds, and we were charged $115 in fees. In addition, they also charge a $27 'convenience' fee (on the top of the 4%) just to make our payment online. You have to pay extra if you want making your rent payment to be convenient apparently. We called and spoke with a representative Maria who was extremely rude. She said that our payment came back due to insufficient funds. We said that's impossible, because the funds have been there since well before the due date, and if they would've let us know during the 4 day grace period that there was a problem, we could've resolved the issue. What's the point of a grace period if they wait until after the 4 days to notify you? When we called [redacted] they confirmed that there was no transaction from our bank. I called Renter's Warehouse again, and the representative said that we were correct, they never attempted to withdraw from the bank, but we entered the information incorrectly, so the payment didn't go through, resulting in $115 in fees. We then explained that we used the same bank information that we used for our security deposit, which was successful. The information was saved in their system. One of the representatives finally agreed to refund $50 (this was a couple of weeks ago) that still hasn't been refunded, but they refused to refund the full amount, because 'it's our fault.' Those were their words. 'It is YOUR fault. We can just stay on the phone and go in circles if you want.' Still no refund, returned call, or email replies.Desired Settlement: Full refund.

Business

Response:

I am sure that this tenants have always paid rent on time. We will take their word for that. Renters Warehouse has only been working with the tenants since December. The payments came in on time in December and a payment was made on time in January. The January payment is the point of contention regarding this complaint. I have added the tenants ledger for reference. The $115 in fees are derived from a late fee for the rent due to the NSF that came back to us as well as the NSF charge that Renters Warehouse is charged from the bank. The additional fee of $27 comes from payments that are made by credit card which you can see on the ledger was the form of payment received. Funds that come out with electronic check are free. The tenant also states that they were never notified in a timely manner regarding the NSF. As you can see from the ledger Renters Warehouse was notified on January 6, 2016 of the NSF. The payment came in the same day from the tenants. Additionally, Renters Warehouse records all calls coming in and going out. I have listened to the recordings and at no time did I find Maria to be rude or condescending in any manner. I did hear the tenants indicate that they may have entered the information into the system incorrectly. Adding the information incorrectly would cause an NSF to be generated. A $50 credit for the late fee was agreed to and will be given to the tenants. The NSF fee will stand.

Consumer

Response:

The information was saved in the system, and that same bank info was used to pay the security deposit of $999 successfully. Wells Fargo confirmed that the full amount was in our account. Even in the event of a typo, a typo doesn't justify $115 in fees. In addition, if the account information was incorrect as Renter's Warehouse states, then it would have never made it to the bank, so there would have been no bank fee, and Renter's Warehouse could have called us on January 2nd (during the grace period), so we could make our payment on time and avoid the fees. This is an unethical company.

Business

Response:

The tenants did not utilize the same account information as they have claimed. If that were the case then there would have been no problem with the funds being paid out. As you can see with the email that was provided by our provider the information inputted did not go to an account. The information of the NSF did not get to Renters Warehouse until the 6th of January and you can see that with the information provided in my previous response. Additionally the tenants signed a lease which has also been included with this response. On page 1 of the signed lease it does show the fees that can and were charged to the tenants. We have already agreed to refund the late fee of $50 as stated in my previous response but the NSF fee will stand. The tenants contention that Renters Warehouse is unethical is quite unfounded based on all of the information provided. --------------------------------------------------Reject Reason: No Account / Unable to Locate AccountThe tenant's payment did not go through because their account number either does not correspond to their name or the account number is connected to an inactive bank account.Please tell the tenant to correct their account information and resubmit payment at https://rwarizona.appfolio.com/connect.-----------------------------------------...⇄ Contact InformationName: [redacted]Property: [redacted]Unit:Email: [redacted]Phone: Phone: [redacted]

Very positive. I believe [redacted] did everything within his power to provide us with the best place as speedily as possible.

My wife and I were recently helped by [redacted] with Renter's Warehouse and had a wonderful experience. She was very helpful and made sure the entire process was fast and enjoyable. She answered all our questions quickly and completely.

Michael R** was a pleasure to work with. He was knowledgeable and explained protocols every step of the way. His availability was amazing and he ended up renting my property literally a day after it went on the market. Michael is a true asset to Renter's Warehouse and will be an asset to any customer who has the good fortune to work with him - Simply stellar!

Mr. G[redacted] did a wonderful job renting our property.

Dave d[redacted] was very helpful and available anytime I needed his assistance.

Great customer service. [redacted], the leasing agent was very courteous and explained everything to my wife and I. We had a pleasant experience with Renters Warehouse.

[redacted] at Renters Warehouse treated me and my family very well. We list our house to a fire in late March and where not able to find a place for three adults to be able to stay comfortable while the insurance company worked to build our house. [redacted] was able to exceed our needs in a short time frame and made it into a vacation now while we wait for the building of our house. Thanks [redacted]!

[redacted] provided unparalleled customer service with his professionalism and always timely responses. Superb customer service is hard to come by anymore, but not with [redacted]. I would recommend him to anyone and already have. He returns calls, is very thorough aiding you through the process, and NEVER flakes out! There is nothing hidden in the process, no surprises along the way. [redacted] had my place rented in about two weeks. What a wonderful experience I have had with this company/agent. Thank you [redacted] and Renters Warehouse!

[redacted] Favorite- [redacted] is a highly professional and very capable rental agent. I have had great experiences with her work and recommend her to anyone looking for rental property.

Dennis D[redacted] is a 5 star rated Renters Warehouse employee! You want your house rented to excellent renters in a short time (within two weeks in our case); call and ask for Dennis Desmond. A true professional with outstanding customer service!
Thank you Dennis!

Phillip did a great job setting up my investment property. From finding renters to occupying the property, Phillip made the process easy. Being an out of state owner, it was a pleasure to work with a professional property manager that took care of all the details while keeping me informed. Thanks again to Phillip and the Renters Warehouse team.

Darline helped me get into my new rental in exactly a week, with zero hiccups. Oh, she was sick the whole time which shows her dedication to helping her clients.

Brandon is a real estate professional who is extremely competent and has demonstrated the ability to handle all matters related to our rental property including marketing, following up on maintenance matters, working with potential renters, etc. I really appreciate Brandon's willingness to go above and beyond in getting our property rented in an expeditious manner and to qualified tenants. Brandon understands the importance of keeping our rental unit rented and the funds coming in. Great job Brandon!

Our experience with [redacted] at Renter's Warehouse was excellent! She was responsive, prompt and professional in all communication, and made our house hunting quick and easy.