SPM Inc

The vendor is going back to the house to make sure there is a water cut-off valve. If there is not one for some reason one will be installed. The water heater is installed correctly this property is a mobile home and the water heater requirements are different. Our tenants safety is our top concern. Please know we have been diligently working to address this issue

I appreciate you notifying me on the dissatisfaction our client had with an experience with our companyI have spoken to Mr*** and understand his displeasure on him arriving from out of town to view his property and no one was able to facilitateI apologized to Mr*** about this
unfortunate matter and explained to him that in regards to the repairs he stated we actually did not invoice him on thoseHe did however read on his portal ledger the balance from the estimate to which he submitted a check on those amounts We have come to the agreed to settle this in the full amount of settlement requested terms per his wishesWe would really appreciate another opportunity to earn Mr***’s business and if we are not able to do so we wish him the very best

We are working diligently to resolve this matter. Ms*** called our hour maintenance hotline on 5/11/at around 9:30pm last night and submitted a work order that her hot water heater was leaking
","sans-serif"Times New Roman">Unless the tenant indicates, to the operator that this
is indeed an emergency, it will not be assigned. Please note, a leaking
water heater does not always constitute an emergency. A tenant can, and
is required to stop the flow of water by turning off the supply valve. The work order was approved and dispatched this morning. Our maintenance coordinator and vendor have been in phone contact with Ms*** this morning to remedy the situation

Complaint:
I am rejecting this response because: this is a typical response of a company that takes advantage of consumers with limited resources. We do not have the resources to fight back and they know it. They have know real excuse for doing the thing they have done, so they turn everything back on me as if it is my fault. The first comment that was twisted in their favor was the $fee to re-sign a lease. The question was not about the notification notice, it was the fact that they charge $for their computer to print pages to sign a new lease. I said that was too expensive to keep a tenant in a lease. It does not seem to be good business practices to charge a tenant a fee to stay.The next comment was about the A/C unit. I never mentioned about the discoloring of the unit, they did. The a/c unit in question was the coldest in the house. All the A/C units did not have knobs and were discolored. They were between and years old in a year old house. Nothing in a rent house that old is expected to be in top shape. The units worked and that is all I cared about. Also, the charge for a new unit is twice what a new unit would cost at WalmartThe third item is the doors. They said that I complained about "loose screws" on the front door. I wrote on the move in sheet that the screen was loose not the screws. Again, a year old house nothing was in top shape. I am being over charged for item that should have been repaired in the first place.As far as the extermination, I did not pay that much ($185) for two treatments. Dead wasps were found in the houseThe smoke detector batteries were not replaced, but $for batteries is extreme. A light bulb for $5, again way overcharged.This company knows it can take advantage of consumers with limited income and resources. This is the only way I have to warn other consumers about a company with such bad business practices. I will never use them again and warn everyone of my friends to spread the word around, since most of my friends must rent. This will not put an end to their practices, but hopefully the next renter will check with the Revdex.com first

There is no shut off valve near the heater.All water has to be shut off to the house.And no access door is available to get to the heater.The panel wall in the bedroom has to be removed to get to the heater which is a safety concern.
Regards,
*** ***

We are very sorry that the tenant did not feel he was given sufficient notice of the renewal fee and rent increase.  As he states, his lease was set to expire on November 30, 2017.  The Option Letter, letting the tenant know of his options to renew or vacate the property, was sent via...

email, US post, and the tenant portal on Friday, September 15, 2017.  A flyer was included with all 3 methods of communication that outlines the renewal process and affiliated fees.  The tenant responded to the email communication on Friday, September 29th, stating that he would need to move and may need to go month-to-month during the month of December, but that this notification was NOT to serve as his Notice of Intent to Vacate.  Included in his email response was this statement, “…the fee of $180 is too expensive for paperwork,” indicating that he was aware of the renewal fee at least 63 days prior to the expiration of his lease.   We would be happy to provide a copy of this email or the Lease Renewal flyer, should one be requested.  His official Notice of Intent to Vacate email (which was a reply to the original Option Letter email sent on September 15th), was sent on Tuesday, October 31, 2017.    We apologize for the confusion regarding the Residential Lease Inventory and Condition form, and appreciate it being brought to our attention so that the tenant could recoup $245 of his original $795 deposit.  The remaining charges were found to be valid and within Texas Property Code guidelines.  ·         The window AC unit was found to have had no maintenance while the tenant occupied the property, and no work orders were ever submitted indicating that any repairs were required, until move-out when the tenant reported the unit as discolored and not functioning.  The $250 he was charged was for the purchase and code-compliant installation of the unit.  ($250) ·         Per the terms of the signed lease, extermination costs are a tenant responsibility.  While it is appreciated that he had the property exterminated twice during his residency, upon the tenant vacating the property, the presence of wasps and roaches were found in the home, and our vendor, working in compliance with Texas Property Code, charged $185 to exterminate the property and an additional $15 for the removal of a wasp nest located at the front entry, and the removal of dead wasps between the windows.  ($200) ·         On the previously mentioned Residential Lease Inventory and Condition form completed by the tenant at move-in, it was indicated that the screws on the screen door needed tightening, which was addressed.  There was no indication on the form that the screen on the front door was damaged, which was noted during the move-out inspection.  The $75 the tenant was assessed was the replacement of both doors as they were excessively damaged. ($75) ·         As per the terms of the lease, replacement of smoke detector batteries is a tenant responsibility.  As they had not been replaced, our vendor had to ensure the detectors met Texas Property Code and therefore replaced four (4) batteries.  The $20 assessed the tenant included installation fees charged by the vendor, which would not have been incurred if the batteries had been replaced prior to the tenant vacating the property.  ($20) ·         Replacement of lightbulbs is also outlined in the lease as a Tenant responsibility.  Our maintenance vendor had to replace a lightbulb, and the Tenant was therefore assessed the cost of the lightbulb and the installation fee associated with it.  ($5) ·         Total Assessed Tenant: $550 While we understand the tenant’s frustration that he was unable to recoup his entire $795 deposit, the above clearly outlines the reasons why each was assessed.  We make every attempt to provide our tenants with as much information as possible regarding maintaining the property – completing the Residential Lease Inventory and Condition forms, recommendations on maintenance timelines in the Lease, reminders on battery replacement in smoke detectors, recommendations through the tenant portal on how to maintain the property throughout tenancy in order to avoid more costly expenses after vacating the premises.   Most of the aforementioned assessments could have been avoided had work order (repair requests) been submitted or regular maintenance maintained/reviewed prior to vacating the property.

We are very sorry that the former tenant is not satisfied with our response to his complaint.  We reviewed his complaint carefully, and the first two statements indicated that he felt he had not been given sufficient time or notice (written or verbal) regarding the fee, which is why we primarily addressed that component of his complaint in our response, outlining the timeline and manner in which the renewal fee was communicated, as well as citing the email chain reflecting the communication.  Renewal fees are a very common practice in our industry, and our fee is competitive with other property management companies, as there is back-office administration required when a tenant renews a lease.  While we wish it were as simple as printing two pages, the renewal process is more complicated.  We do understand that it may not appear that way, as we make every concerted effort for the process to be seamless for both tenants and owners. We apologize that the former tenant is not satisfied with the response regarding the maintenance required upon his vacating the property.  We utilize licensed, bonded, and insured contractors to complete work on our properties, and ensure all labor completed at a property is compliant with Texas Property Code.   They charge negotiated rates at competitive pricing.  As mentioned in our previous response, we make every attempt to provide our tenants with as much information as possible regarding maintaining the property – completing the Residential Lease Inventory and Condition forms, recommendations on maintenance timelines in the Lease, reminders on battery replacement in smoke detectors, recommendations through the tenant portal on how to maintain the property throughout tenancy in order to avoid more costly expenses after vacating the premises.   Most of the assessments cited in the original response could have been avoided had work order (repair requests) been submitted or regular maintenance maintained/reviewed prior to vacating the property.  We understand that the former tenant may not agree with the information presented in our original response, as well as the subsequent information provided in this response, but we do feel that we have addressed the concerns from the original complaint, as well as provided the itemized accounting of the amount of deposit retained.  As a gesture of goodwill, however, we will refund the tenant the $75 retained for the repair of the screen door.  It will be remitted to the address the former tenant provided on his original complaint.  We do wish the former tenant the best of luck in all his future endeavors.

The company nor the vendor has called or been back to the house to fix anything. Mold has started to show up on the walls.There is also a small hole in the ceiling  where light is coming in that could possibly be to the roof.

Hello, I'm responding to Mr. [redacted]'s complaint with our company. Mr. [redacted] was asking too much for his property and was not willing to complete the necessary steps on touch up paint and make ready items considering his higher price point. We advised Mr. [redacted] that we were not gaining the...

lead traction and that we had to reduce the rent rate to be more aligned with what the market reflects. He was about $400 above market from initial launch. He did grant us two reductions 2 weeks into marketing but we were still $200 over market rate and still not gaining traction in terms of leads.  Mr. [redacted] decided to terminate our services and we granted him an immediate termination so he could move his property to another pm company. We normally are allotted to hold the house for 30 days but as a show of good faith we did not. Furthermore due to our company expending our time, money and resources for marketing, leasing agents time at property and working with accounting on inputting his information to set his portal up we are entitled to charging him 3 months of accelerated management fees, this is also documented in the management agreement he signed. As a show of good faith to move on past this business deal with Mr. [redacted] we have decided to waive our right on the accelerated management fees. We would greatly appreciate Mr. [redacted] removing this complaint in addition to any other negative reviews that he may have placed. Please let me know if I can clarify any further questions or information. [redacted]Business Development / Quality Assurance###-###-####

Revdex.com:
I have reviewed the response made by the business in reference to complaint ID [redacted], and find that this resolution is satisfactory to me. 
Regards,
[redacted]

I am rejecting this response because: I still do not believe that I should pay for a Window unit Air conditioner that was 10 to 15 years.  They picked out the unit in the dining room.  None of the A/C units had knobs and all were discolored.  Why didn't I get charged for all three A/C units?????  This is still an example of a corporation taking advantage of an individual with limited resources. A person that cannot fight back.  You sent me an extra check for $75.00.  That tells me that you are wrong about withholding my entire deposit, but just cannot admit to it.  This would make anyone who looks at the Revdex.com before think twice before signing a lease with Specialized RPM.  This is what I am going to do next.  I am going to print each of these statements from both sides from the Revdex.com.  I am going to write a letter and send a copy of all of it to each of the tenants that are in the properties Specialized RPM manages.  I have a listing of each of the properties that you manage and a list of the owners names.  I will be sending them a copy of this as well.