The Management Group Inc

The Management Group works to balance the needs of the owner and tenant, knowing both are important. As a property management company our duty is to oversee the financial and physical aspects of an owner’s investment property. We often encourage our owners to bear the cost of cosmetic
repairs or upgrades, that will please the tenant, but they are not always in their current budget. TMG consistently abides by all landlord tenant laws and ensures we are fair in our actions, including move out charges, in accordance to the written condition report. TMG often takes photos of the move out to assist with assessing and calculating charges. We apologize for the delay in response, but the Property Manager has since provided clarification on the charges that were in question

Complaint: ***I am rejecting this response because:
We had two oven issues, and one took almost a month to resolve, the other was resolved in less time, but I don't have the data on how long it took I don't recall it being completed within hours, however Since I don't have any facts to back that up, I'll concede the argument; but referring to one maintenance event that the company did (arguably) punctually out of isn't fair representation to an outside organization that tracks complaints I appreciate the company's courtesy and politeness - that extends even to those who answer the phone But the service they provide needs to improve Honestly, there is no verbal response that will suffice, though I certainly accept their apology The only correct response is prompt service when their tenants need real help
Sincerely,*** ***

Complaint: ***I am rejecting this response because:
I have TMG's interpretation of landlord/tenant law, in writing, regarding the landlord's duty to repair appliancesSenior management stated that it is the landlord's obligation to repair only those appliances which are essential to the habitability of the homeThis is in stark contrast to WA landlord and tenant law, which states that the owner/agent, quite simply, must "Maintain all electrical, plumbing, heating, and other facilities and appliances supplied by him or her in reasonably good working order;"
We were not asking for a cosmetic improvement or an upgradeIt's dishonest to imply we were We were asking that a non-functioning appliance, supplied at the commencement of tenancy, and represented as functioning, be brought back to the correct condition for which our rent in part was exchanged as consideration There is no distinction in the law for amenities, as senior management attempted to use as justification for failing to abide by the terms of the rental agreementAppliances that the owner/agent supplies, and for which the tenant pays each month, must be repairedThis applies equally to refrigerators, ice makers, dishwashers, and wine coolersOne fears that TMG's balance too frequently tips in the homeowner's favor, allowing him/her to "elect" not to repair broken appliances, as if that's a prerogative written into rental agreements, or honored by applicable landlord/tenant law
Secondly, TMG has thankfully responded to our inquiry, dated 11/(and with a follow up by me on 12/that they also ignored), regarding the inordinate amount for deductionsThis complaint evidently set them in motion to answer a former tenant's questions about his confiscated security deposit fundsTMG casually attaches a series of photographs as if to imply the amount and number of pages in the report is sufficient evidence that the confiscations were justifiedIn a more detailed email response, however, the property manager immediately concedes that several photographs are not relevant, especially those pertaining to the preexisting bleach damage to the carpet in multiple roomsClearly, this supports the claim that TMG failed to give due consideration to our amended move in condition report when confiscating security deposit fundsDamage to the substandard carpet was preexisting, and the majority of funds confiscated relate to the carpet (see attachment for mophotos) There are a number of other photos showing dust or some small particular item left in a drawer - conditions that were also present at move-inReasonable people agree that $in precleaning fees, paid before move in, more than covers dusty blinds and drawers
In the larger picture, TMG, as a matter of procedure, denies legitimate tenant requests to repair appliances, frequently warning that tenant charges will apply, without first investigating the issueThis is a major pattern in complaints to Revdex.com and on other public review forumsFurther, they dishonestly claim that we were asking for cosmetic repairs or upgrades They routinely act unprofessionally, as evidenced most convincingly by senior management's neglecting for weeks a former tenant's questions regarding their confiscation of $in security deposit fundsSpace won't permit further details for the other issues that I brought to senior management's attention about their unprofessional staff and methodsPlease feel free to call me or email for further detailsSee attachment for moconditions.
Sincerely,*** ***

Hi ***, I am sorry that you encountered this issue during your application processWe will completely refund your application fee of $and do our best to make sure a situation like this never happens again in the futureAgain, I am very sorry for the inconvenience you and your
husband experienced over the past few weeksWe our constantly trying to improve our application process and will use this incident to learn and further improve our processes

The Management Group regrets any time a customer is unsatisfied with their experience with our company. We strive to be responsive and provide accurate information. It does sound like we could have done a better job with providing you a home that met or exceeded expectations.
While in the midst of reviewing your disputes and amending your account, we received this complaint. Your account has been credited and you have communicated to us that you are satisfied with the outcome. Your credit report was not adversely affected, as the collection agency was instructed to disregard. Congratulations on your recent home purchase; we do wish you happiness in your new home!

The Management Group strives to respond to maintenance requests in a timely manner; often starting remedial action before the legal time allowance, because we know how inconvenient it can be for our tenants. We thank this tenant for their patience and ability to troubleshoot his stopped up
sink on a recent weekend. A previous oven repair was performed within hours of TMG being notified, but we certainly sympathize that even that amount of time can be frustrating when you are trying to get a meal on your table for your family! We value all customer feedback and will consider how we can make any necessary improvements on our end

The Management Group empathizes with prospects, in this unprecedented rental market that our area is experiencing. The inventory is not pacing with the demand and that is resulting in a high volume of applicants for the same unit. Our Relocation Consultants work diligently to manage
expectations by communicating the process and the first come, first served model.
We screened the application; however, another party, that was also deposit approved, was able to secure the unit before this applicant. Our offer to choose another unit is available for up to days, with no additional application fee required. We are sorry that you invested time and effort into the application process and it did not result in the unit you set out to rent, but are happy to assist you in continuing your rental search

Complaint: [redacted]I am rejecting this response because:I was told by Serena that there were no other applicants when I applied. If I had known there were any other applicants in, I would not have applied and paid $50. The fact that I was not even given adequate time to purchase a money order and get to your physical address is absolutely unreasonable. From approval to arriving at your location was in less than ninety minutes. I am a single mother with two small toddlers that I had to load into and out of the car, as well. I told your office I was on my way. And what about those who don't have the luxury of leaving work to run to your office? Yes, this is a demanding market but that does not give your company the right to make a profit off of applicants. If I am not refunded my application fee, I WILL be contacting local news offices to report on the so called "fair process" your company uses to screen applicants. I am certain that I am not the only one who has fallen prey to your predatory practices. Additionally, your other properties that you "happen" to have available, that you are so "graciously" offering to me, are all out of my price range. The unit I applied for was $825, all of your other two bedroom properties cost $1050 or more. Talk about a bait and switch. In addition to contacting new stations, I will also be writing reviews on yelp and google. Not to mention ALL social media sites. Do the right thing, refund my money and prove that you are conscientious company you are claiming to be. 
Sincerely,[redacted]

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. Sincerely, [redacted]

This tenant moved out and a Move Out Inspection was performed, comparing it to the Move In Inspection.  Our tenants are expected to return the property in the same condition they received it (less normal wear and tear) and we provide a helpful Cleaning List, as a guide.  Our focus is to...

make repairs and clean the property so that the future tenant can enjoy the home, charging the outgoing tenant what is fair and standard industry practice.  The last month’s prorated rent charge was just removed from this tenant’s account, but the other charges, including the fees associated with terminating their lease early, are warranted.  We have provided this tenant photos and details to support these amounts, but it appears we continue to have differing opinions.

The Management Group consistently communicates accurate information and never has intentions to mislead, as that is not in line with our company values.  Being what the market is, the status of availability of a rental can change at a moment’s notice and that was the case in this situation.  This applicant’s application fee has been refunded and we wish her the best of luck in her future housing endeavors.

The Community’s Rules and Regulations and Rules Enforcement Policy outline the steps that are taken in rule enforcement and requirements.  These rules were adopted and approved by the Community Board of Directors and compliance is enforced at the direction of the Board. These documents have...

been provided. Per the Enforcement Policy, an opportunity for a hearing was provided and was refused. The Board determines the definition of “good condition” and a hearing would be the opportunity to discuss.  TMG has no authority to determine this, standards are set by the Board, not TMG.
The Oaks Homeowners’ Association has contracted with The Management Group, Inc. to manage the association business at the Board’s direction per Article 8. Section 5. F. of the CC&R’s. Per Section 4. of the Management Agreement, the Agent shall enforce the CC&R’s accordingly and at the direction of the Board of Directors. The owner may schedule an appointment to review this agreement during regular business hours at either our Vancouver or Portland office locations.
Under the state of Washington, HOA Managers are not required to have any licensing, however TMG does have a brokerage license and all residential managers are licensed appropriately. In addition, HOA Manager’s preserve professional designations.

The Management Group regrets any time a potential tenant has less than a positive experience.Applicants, 18 years of age or older, must confirm they have read and understand the Rental Application Requirements & Criteria before submitting their application.  This document states that an...

additional deposit, equal to one month’s rent, will be due when sufficient rental reference(s) cannot be obtained.It was determined the daughter that was a previous TMG tenant ([redacted] and her new roommate (**) did not income qualify.  [redacted] father submitted his application, was screened and the party now income qualified. ** paid the Deposit to Hold after phoning ** to confirm this is what they wanted to do.  Our Relocation Consultants reiterated to ** that the monies just paid were nonrefundableshould they change their mind.The next day ** informed TMG that her father wished to withdraw his application to avoid forfeiting the $1425 paid to hold theproperty.  I met with ** and her mother shortly thereafter, explaining the $1425 was not refundable at this juncture.** admitted that ** did not read the rental criteria.  [redacted] mother requested I refund the Deposit to Hold due to her daughter and roommate’s age and inexperience.  With the market as tight as it is, I let them know that we had since turned away another applicant for this property.As a gesture of customer service, understanding that ** had been a previous tenant with her parents, I offered to reduce the additional deposit to half.  At first ** considered the compromise but then declined.  I offered to give her a few hours to think things over and offered a second option to make payments on the additional deposit, as we wanted to retain theirbusiness.  ** was emotional and said she was overwhelmed and just done.I apologized that we were unable to come to an agreement that both parties could be satisfied with.TMG wishes them luck in their future housing endeavors.

TMG received the call as stated in the complaint on 09/03requesting a move-in for 09/05. Our records indicate a return voicemail wasleft at 3:33pm on 09/03. The [redacted] Condominium Move-in andMove-out/Rental Registration Policy – 2013-02 states that all move-in’s must bescheduled at...

least 5 days prior to the event. Payment for the move-in is to bereceived at the management office a minimum of 24 hours prior to the move-in.The cost for the move-in is $175.  The policy also states that owners orresidents who perform a move-in or move-out without going through the stepsnoted in this policy will be fined an administrative fee of $100 for violationof the process immediately upon being reported. The owner has been in communication with TMGstaff and has requested both fees be waived. TMG has provided this request tothe Board of Directors who will review the request at their next scheduledboard meeting. The owner will then be notified of the Board’s decision.

We apologize for this situation and are taking action to address the fence.  The owner of the neighboring house has agreed to replace the sections of the fence that has fallen down. The authorized vendor is scheduled to complete the work within the next week. We did ask them to rush this work...

order and also provide a bid for the trees that were damaged. Once the bid has been received, it will be forwarded to the property owner for review. We appreciate your patience and understanding.

To Whom it May Concern,The Management Group regrets any moment our clients are unhappy with the business relationship or terms.TMG was not given the opportunity to review her account and situation before she submitted this complaint. Theclient has since agreed to settle this matter outside of this...

forum and has found the outcome to be satisfactory.Sincerely,The Management Group, Inc.[redacted]

Complaint: [redacted]I am rejecting this response because:
TMG did realize some of their accounting errors but did not in any way compensate for significant lost time. They did not address their  aggregus customer service deficiencies. Finally, our experience should be on record for future tenants. Our  year-long experience was full of documented  delays in response and management errors. Sincerely,[redacted]

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; I would just like to know how our refund will be processed. 
Sincerely,
[redacted]