SOUND SERVICE COMPANY

In response to this complaint, we are working to again address all of their issues We truly apologize that we were not able to meet their standards, however this is not usually the case with the management of our properties.We have made numerous attempts to contact the tenants ( see attached emails with Mr [redacted] ) to address the issues and were quite surprised to receive this complaint We have to abide by our management contract with our property owner in how ALL the maintenance is handled at the property This property owner must be notified prior to any maintenance being completed on the property and they make the decision on who and what gets done, as well as by whom The cleaning was completed on the property prior to their move-in, as was the pest control This house was cleaned, by the owners cleaner of choice, and sprayed, by the owners pest control company of choice, as requested, in the week prior to the tenants arrival, although the tenant states the cleaning was not to her standards The tenants were advised of the advertising error regarding the pool service and gardening service NOT being included in the rent, prior to them signing a contract with us, and were given the choice of backing out of the transaction prior to signing They chose to proceedWe gave them some names of our vendors to help them obtain quality services of which we knew would meet their standards as well as ours I believe they did hire one of our pool service companies for $per month, as quoted to them I am not aware of who the gardener is that they hired, but would be happy to provide them with additional vendors for additional quotes $per month seems high At no time have the tenant(s) made a call to our office, as per their lease agreement, for any additional pest control services since move-in [redacted] has been asked for copies of invoices as of Friday, Aug via a telephone conversation with [redacted] as well as for additional info from the mostatement of condition He said he did not have an invoice for the cleaning but said he could get one It was done by the neighbors house cleaner These invoices were also requested via email, with no response to date (see attached) The invoices will be reviewed .Thank you [redacted] ***General ManagerRealty Management Services

The tenant is complaining about receiving an estimated statement of deposit, which is within the law It was post marked, as required by law, by the 21st day Upon completion of all the work and receipt of bills, a final revised statement of deposit will be sent with copies of bills for any deductions.Thank you

I am rejecting this response because: I still believe it is entirely fair to compensate us the full $that we paid for initial cleaning services Invoices were provided to [redacted] the agent via email on 8/and she verbalized on 8/that she received them both It is the $deep clean fee (that we should have needed to incur) as well as the $pest control fee (when we moved in and found live carpet beetles in the upstairs rooms) I understand that they are working to respond to other issues in a more responsive time frame and am happy to work with them directly on this matter Thus, the only remaining complaint is the need to reimburse the total upfront cleaning and pest control of $that was necessary to get the property up to decent move in standards during the weekend we moved in The opportunity to have an appropriate walk through prior to move in (and thus identify these issues earlier as per our contracted timing) was not possible due RMS not having the house security code available and on hand during our scheduled pre-move in walk through

Initial Business Response / [redacted] (1000, 7, 2015/05/12) */ Contact Name and Title: [redacted] ***, Gen Mgr Contact Phone: XXXXXXXXXX Contact Email: [redacted] @realtymanagement.com This tenant has made requests for repairs, once in March and once in April Both times an AC repair tech was sent out to repair the ACAt this time, as far as we know, the AC has been repaired and is in working orderThe tenant has not called in any additional repairs needed [redacted] General Manager Realty Management Services

Initial Business Response /* (1000, 5, 2015/11/17) */
We have no work orders from any tenant that this or any other sprinkler was broken on this property
We no longer manage this propertyThis property was sold
Initial Consumer Rebuttal /* (3000, 7, 2015/11/17) */
(The consumer
indicated he/she DID NOT accept the response from the business.)
When they were "responsible" for the property they should have maintained the property with their gardener I believe it's still their fault this should remain on record for the next tenants that they have to be careful who they rent fromAlso, doesn't matter who the owner is , the owner hires the property management to take care of it while it's still in their possession which they failed to do
Final Business Response /* (4000, 9, 2015/11/18) */
I am sorry this neighbor is not happy with our response however, we cannot fix something that we are unaware of that if brokeThe tenants occupying this property, a 4-plex, did not report any broken sprinklers or any indication of a sign of a broken sprinklerThe sprinklers are not running when the gardening service
Upon receipt of *** ***' call, she stated her husband told her of the broken sprinkler days prior to her call to our officeThe gardening company came out within hours of receipt of the call from *** ***
This property was sold and management was transferred
Thank you
Final Consumer Response /* (4200, 11, 2015/11/21) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I have no further comments for this business they can see how badly they are rated on Yelp, if anyone doesn't believe meThey aren't responsible point blankI called them out on it and I hope this complaint stays here to warn people of how careless they can be with their properties

I am rejecting this response because:RMS is not addressing the problem at handThe fact I had to call multiple times and be shunned off by the management company of the property is not professional nor acceptableThis was not a one time deal as the bug spray services were conducted on September 24, through the company management servicesServices were completed on the of June which was days past initial contact on the 6th of June and several phone calls to RMS in between this time period. I need accountability for the actions of the officeNot deflection

After speaking with our attorney and confirming the responsibility of the return of the deposit, she stated the tenant must seek reimbursement from the estate of the owner foreclosed upon. Thank you.*** *** General Manager

My response is not a deflection.  A 'one-time' spray for pest control services means the property is NOT on regular monthly pest control services, being sprayed at the same time each month without a call-in to our office.  That is all that this term means.  As for having the property sprayed in 2014, we did not manage this property at that time, but that service as well would have also been called a 'one-time' service.RMS is not trying to deflect any responsibility pertaining to the properties we manage.  Maintenance is handled differently for each property owner.  We must contact some owners regarding all maintenance requested on their properties and get their approval for everything.  Others owner give us permission to handle any call up to a specific amount of money, without having to call them first.   Some owners handle their own maintenance, others want no hands on maintenance completed by themselves, and have us just take care of the call.  When a service request is placed and the tenant does not hear anything back within a few days, we try to have the vendor contact the tenants within 24 to 48 hours after receiving the call, we would hope that the tenant would call back to let us know that no contact has been made.  Unfortunately, this did not happen for a longer period of time and upon receiving that call or email to let us know the work still had not been completed, the tenants were understandably unhappy.  At that time, another vendor was contacted.If any additional questions, I would be happy to answer them.Please make sure to call our front desk for all maintenance requests.  They are logged into our computer system for tracking purposes.Thank you.[redacted]

I am rejecting this response because: I still believe it is entirely fair to compensate us the full $375 that we paid for initial cleaning services.  Invoices were provided to [redacted] the agent via email on 8/22 and she verbalized on 8/25 that she received them both.  It is the $200 deep clean fee (that we should have needed to incur) as well as the $175 pest control fee (when we moved in and found live carpet beetles in the upstairs rooms).  I understand that they are working to respond to other issues in a more responsive time frame and am happy to work with them directly on this matter.  Thus, the only remaining complaint is the need to reimburse the total upfront cleaning and pest control of $375 that was necessary to get the property up to decent move in standards during the weekend we moved in.  The opportunity to have an appropriate walk through prior to move in (and thus identify these issues earlier as per our contracted timing) was not possible due RMS not having the house security code available and on hand during our scheduled pre-move in walk through.

Initial Business Response /* (1000, 5, 2016/06/09) */
Contact Name and Title: [redacted] Gen Mgr
Contact Phone: XXX-XXX-XXXX
Contact Email: [redacted]@realtymanagement.com
This gentleman submitted his 30 day notice and failed to move out and turn in keys. He was charged rent until we received his...

keys on the 16th. The supervisor called him and left a message regarding the initial move-out inspection and did not receive a call back. She then posted a notice to enter and entered the unit on June 15th and took pictures. She then called the tenant again and requested keys as per the requirement on the security deposit form he signed when he initially rented the unit. Keys were received on the 16th.
I, too, recently returned a call to this gentleman, June 2nd at 3:55 PM, who then showed up in my office the next day, stating he never got my message of which was left on his voicemail.
He was refunded the cleaning costs, in good faith, because he didn't get an initial walkthru prior to move-out. He was charged for 6 days rent to the time we received keys and for standing late charges and 3-day fees on his account as well as a PGE bill.

In response to this complaint, we are working to again address all of their issues.  We truly apologize that we were not able to meet their standards, however this is not usually the case with the management of our properties.We have made numerous attempts to contact the tenants ( see attached...

emails with Mr. [redacted] ) to address the issues and were quite surprised to receive this complaint.  We have to abide by our management contract with our property owner in how ALL the maintenance is handled at the property.  This property owner must be notified prior to any maintenance being completed on the property and they make the decision on who and what gets done, as well as by whom.  The cleaning was completed on the  property prior to their move-in, as was the pest control.  This house was cleaned, by the owners cleaner of choice, and sprayed, by the owners pest control company of choice, as requested, in the week prior to the tenants arrival, although the tenant states the cleaning was not to her standards.   The tenants were advised of the advertising error regarding the pool service and gardening service NOT being included in the rent, prior to them signing a contract with us, and were given the choice of backing out of the transaction prior to signing.   They chose to proceed. We gave them some names of our vendors to help them obtain quality services of which we knew would meet their standards as well as ours.  I believe they did hire one of our pool service companies for $90 per month, as quoted to them.  I  am not aware of who the gardener is that they hired, but would be happy to provide them with additional vendors for additional quotes.  $200 per month seems high.  At no time have the tenant(s) made a call to our office, as per their lease agreement, for any additional pest control services since move-in.  [redacted] has been asked for copies of invoices as of Friday, Aug 11 via a telephone conversation with [redacted] as well as for additional info from the move-in statement of condition.  He said he did not have an invoice for the cleaning but said he could get one.  It was done by the neighbors house cleaner.  These invoices were also requested via email, with no response to date (see attached).  The invoices will be reviewed .Thank you. [redacted]General ManagerRealty Management Services

I am rejecting this response because:  I had...


nothing to do with the owner of the property. I paid all money including security deposit to Realty Management serrvice. I have all documents including checks made out to RMS . It should be there responibilty to collect from there client not mine.

Initial Business Response /* (1000, 7, 2015/04/28) */
Our application cover page states all applicants over the age of 18 must apply if they are going to live at the property. It was discovered that her 2 daughters listed on her application were over the age of 18 and it was explained to her that...

they too must apply. It was also explained to her, again, about credit, rental history, etc. We still received the additional applications and credit fee money after explaining everything to Ms. [redacted] again.
Initial Consumer Rebuttal /* (3000, 9, 2015/05/02) */
(The consumer indicated he/she DID NOT accept the response from the business.)
On Friday, April 3, RMS talked to my employer and confirmed employment history. On the same day, someone talked to my current landlord who provided an excellent reference for me. On Tuesday, April 7 I received a telephone call from RMs stating that my application "looked good." She then explained that I needed to provide applications for my two daughters before I could get final approval. So I took an hour off of work and went in the next morning and provided them my daughters' applications along with $75 in cash for the credit check fees. I had written a check for me, but they held it (even though they processed everything without cashing it) and gave it back stating they needed cash. I went to an ATM and brought back cash. That was Wednesday, April 8. Never heard anything back so I called on Friday, April 10 in the morning and then twice in the afternoon before somebody finally told me I was denied because my landlord gave a bad reference. This was totally false! Why would they tell me on Tuesday that everything looked good, ask me to provide applications for my daughters and pay an additional $50, then tell me I got a bad reference from my landlord on the Friday, April 3? If they had, in fact, received a bad reference from my landlord on Friday, why would they tell me on Tuesday everything looked good, ask me to do the additional applications and pay another $50 if the reason I was not approved was due to a bad reference? It makes no sense. I believe they knew all along they were not going to rent to me, but wanted the application fees for my daughters before telling me they weren't going to rent to me. This is the reason I want the $50 for my daughters' applications. It is fraud if you ask me.
Final Consumer Response /* (4200, 20, 2015/05/19) */
(The consumer indicated he/she DID NOT accept the response from the business.)
My brother is friends with owner, [redacted], and he told me this after speaking with Mr. [redacted]. I did not disregard the application requirements intentionally; was just doing what I was told by information relayed by Mr. [redacted] to my brother. This still does not explain why I was told (as you indicate) that my application looked good on Tuesday and on Friday I was told that I didn't qualify from something my current landlord supposedly said (which, in fact, was a lie that RMS made up to suit them) the previous Friday. Again, I was strung along just to get those applications for my daughters in, plus fees, only to be denied. Mr. [redacted] told me he would help me. This was no help. I took off work (which cost me money) to comply the very next day after being told they really needed my daughters applications. I was very excited and cooperative. I did everything that was asked only to be cheated out of $50. I want a refund. I am not backing down. I totally regret applying with RMS. RMS is not customer friendly, just money hungry.
Final Business Response /* (4000, 18, 2015/05/19) */
This consumer disregarded our application requirements by NOT turning in her daughters applications at the same time she turned in her application. The first page of our application specifically states that EVERYONE over the age of 18 must submit an application. Yes she was told 'her' application looked good, but then we discovered her daughters were over the age of 18 and they had not submitted their applications. I spoke to the consumer and explained why the daughters must submit their applications and what we look for. At that time she tried to tell me she was told by her brother that her daughters did not have to apply. This was not correct on the part of her brother. She then made the choice to go ahead and submit her daughters applications, AFTER I again had explained what we look for.

The tenant is complaining about receiving an estimated statement of deposit, which is within the law.  It was post marked, as required by law, by the 21st day.  Upon completion of all the work and receipt of bills, a final revised statement of deposit will be sent with copies of bills for...

any deductions.Thank you.

Initial Business Response /* (1000, 7, 2015/05/12) */
Contact Name and Title: [redacted], Gen Mgr
Contact Phone: XXXXXXXXXX
Contact Email: [redacted]@realtymanagement.com
This tenant has made 2 requests for repairs, once in March 2015 and once in April 2015. Both times an AC repair tech was sent...

out to repair the AC. At this time, as far as we know, the AC has been repaired and is in working order. The tenant has not called in any additional repairs needed.
[redacted]
General Manager
Realty Management Services

Regular Pest Control services are NOT included in the rental contract for this property.  Upon receiving his request for a one-time service we notified our Bakersfield pest control company.  Upon his next phone call to us regarding services that were still incomplete, we contacted our...

Bakersfield company and then contacted a Tehachapi pest control company because our other vendor could not complete the job.  The job was  scheduled with the Tehachapi company for June 23, 2017 and was completed.